In this edition of University of Experience, we feature the remarkable GT Career Transformation story of UnionBank’s Ron Batisan. From overcoming financial constraints as a student to leading the most complex transformation projects at UnionBank. Read on below to learn more about Ron’s inspiring journey of grit, innovation, and elevating lives at UnionBank.
I am Ron Batisan and I am so honored to share my career transformation story. I was one of those probinsyanos who dreamt of studying in Manila but failed to do so because of financial constraints. I literally knocked on all the doors of potential scholarship guarantors just to finish college.
With 3 scholarships, I was able to finish my accounting degree from Wesleyan University-Philippines in Cabanatuan City with the bonus of graduating Cum Laude. I expect that it will be hard for me to apply for a job in Manila as employers have biases to the top Manila schools. But I was wrong. A local bank hired me as a management trainee at the age of 20. I stayed there for 6 years until the best employer in the whole world opened its doors for me. I started my UnionBank journey 12 years ago as Business Development Manager of Global Filipino, the remittance business of the bank. I stayed there for 5 years and learned so much from that role.
After my remittance business stint, a big opportunity came in 2017 when I was tasked to lead the most complex transformation project of the bank, the Branch Transformation Project. This role tested my character and defined who I really was as a leader. I had to lead the leaders of the bank who had differing views of the new role of the branch. I was tasked to manage 22 consultants from here and abroad, 7 workstreams which basically represent almost all the units in the bank.
I was one of those probinsyanos who dreamt of studying in Manila… I literally knocked on all the doors of potential scholarship guarantors just to finish college.
While these major career changes were progressing and testing my patience and endurance I experienced two most painful events in my life that was losing my dad, and 3 months after, losing my mom. I already gave up. But a lot of UnionBankers including the leaders that I worked with told me they believe in my brand of leadership anchored on humility, trust and empowerment. I clung to these statements and told myself I will use my pain to drive this one-of-a-kind, game-changing transformation.
After 9 months, we launched The Ark – the first fully digital bank branch in the Philippines that covered a complete transformation of space, processes and people that no other financial institution has done yet both here and across the region. The Ark was hailed as one of the 14 most stunning branch designs in the world by financial publication – The Financial Brand, best branch customer experience and best digital branch initiative in Asia and got the highest recognitions from the Aboitiz Group – Driven to Lead Award and Chairman’s Award in UnionBank. I even got the prestigious Mansmith Young Market Master Award because of The Ark.
Transformation after transformation – this was my life for the past 6 years. And because I enjoyed seeing direct improvements in the lives of our customers, I didn’t feel the time and effort I spent in Customer Experience Group…
I never thought we could achieve these but with UnionBank’s agile and innovative culture, supportive and forward- thinking management – we made strides in providing superior customer experience in our branches. In 2022, we have completed the transformation of our 194 branches. It didn’t stop there. I got the opportunity to be also involved in the transformation of DigiBCM – the operations team behind the very successful DAO (Digital Account Opening) which opened millions of UnionBank accounts digitally without the need to go to the branch.
We also implemented the SSS UMID Digital Account Opening that digitized the way SSS members apply for their UMID card getting inspiration from DAO. And recently after the successful acquisition of Citi, I was tasked to lead the team that will transform the onboarding experience of our credit card and personal loan customers.
Transformation after transformation – this was my life for the past 6 years. And because I enjoyed seeing direct improvements in the lives of our customers, I didn’t feel the time and effort I spent in Customer Experience Group and that my professional life has truly changed from being a Senior Manager to now Senior VP.
Until the major career transformation occurred last year when I was appointed to lead the biggest organization in UnionBank, the Branch Channel Management. It took time for me to absorb that I’ll be leading more than 1,100 people from 198 branches including the newly onboarded Wealth Branches from Citi, DigiBCM, Compliance and Policy Teams and continue my role as Branch Transformation Lead.
I am still overwhelmed until today with this enormous responsibility given to me. There are still moments of self-doubt and fear. But when I look at the results of what we do – highest Net Promoter Score in the Philippines, highest employee engagement score in UnionBank, record-breaking cross-sell results of Branch Ambassadors and millions of customers digitized – these fuel me to continue my purpose to elevate lives and fulfill dreams of our customers and our employees.
When I look back to where I was in Cabanatuan to where I am now, I’d say this is indeed a Great Career Transformation story. Thank you very much!
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