An integrative action research (IAR) on improving service delivery of BAC Pawnshop Group's Cash Management Solutions through reorganization of the account specialists

• Main Author: Sabado, Lisa Lou C.
• Format: text
• Language: English
• Published: Animo Repository 2022
• Subjects: Job analysis; Performance Management
• Online Access: https://animorepository.dlsu.edu.ph/etdm_manorg/111; https://animorepository.dlsu.edu.ph/context/etdm_manorg/article/1128/viewcontent/Improving_Service_Delivery_of_BAC_Pawnshop_Groups_Cash_Managemen_Redacted.pdf
• Institution: De La Salle University

This integrative action research generally focused on a department that handles all the auxiliary services of a company whose main businesses are jewelry pawnshop and money remittance. This particularly tackled an overloaded work position, which is the Account Specialist of the Cash Management Solutions Department, that resulted in missed deadlines and unfinished tasks or slow resolution time of client-partner concerns. The Account Specialist position started as a small part of the company that handles clients and corporate partners which require the company’s services other than pawning and money remittance in its network of branches. However, as the company grew, the department had difficulty in handling all unique concerns from the different partners coming from the different industries. Eventually, the Account Specialists became jack of all trades, without focus, and specialization, as they juggle all requirements of the partners they handle including but not limited to presentation of proposal for services, onboarding processes, business review meetings, and relationship management. The researcher and her collaborators acknowledged the concern that the Account Specialists have too much on their plate that among others, there are more delays in the completion of client documentation requirements mandated by the policies of the Bangko Sentral ng Pilipinas (BSP), and not being able to focus on reaching out to pitch to target clients. Thus, the researcher, and her collaborators put effort in reviewing the job requirements for a smooth flow of operations and better business development relationship with the corporate clients, both the existing, and new applicants. The team came up with an objective to improve the service delivery of the Cash Management Solutions of the BAC Pawnshop Group to achieve the company’s vision to be the customers’ choice and become a money shop that will cater all financial needs of everyday Filipinos. In the first cycle, the team looked into the core role and detailed tasks and activities of an Account Specialist. The major output was the approval of the implementation of splitting the tasks of an Account Specialist into two roles which are the Acquisition Account Specialist and the Operations Account Specialist. As the team implements this, there had feedbacks that there is a bottleneck in the role of the Acquisition Account Specialist that hinders them in meeting with new prospective partners as there are gray areas in their tasks that need to be resolved first. Thus, the team decided to create a Business Service Support that will help lessen the office and internal activities of the Acquisition Account Specialist to be able to focus on the business development (sales and acquisition) role.