Redefining roles within a market unit in BPI Family Savings Bank housing loan division

• Main Author: Cortezo, Lorenz Anthony D.
• Format: text
• Language: English
• Published: Animo Repository 2015
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/4826
• Institution: De La Salle University

Job process is the standard method on how a work is done in an organization. This has to be updated sometime as the standard process might be obsolete based on the current situation of the department, company or industry. Redefining roles is the effective approach in order to align a teams process in order to attain the goals set by the management. This study aims to conduct an action research to a single sales team in BPI Family Savings Bank Housing Loans Division. My team is just one of the many teams in our division and is composed of just one account officer and two marketing assistants. Observation, Reaction, Judgment and Intervention (ORJI) method was used to the changes that transpired during the first cycle of this action research. As this research is focuses on roles and processes, Clegg & Spencers Job Design Model will be used. This paper also discusses the relation of the motivation of the assistants through Job Characteristics Model and Trust and Work Team Effectiveness Model to the first framework used. Marketing assistants will be taking on functions of the account officer through a stage of role adjustment using the Clegg & Spencer framework. From the intervention, the performance of the team in terms of generating new loan applications and amount of loans released will be measured. The behavior of the persons involved (assistant and officer) will also be evaluated based on the results of the proposed role redefinition. This research used journalizing, data gathering, and interviewing in order to understand the issues better and apply the frameworks that can help address the main problem.