When the entirety of Luzon was placed under the enhanced community quarantine, the management of Robinsons Bank (RBank) set in motion its business continuity plan in order to continue operations despite the enforced lockdown.
To ensure that its commercial and corporate clients as well as other stakeholders continue to be served, it is crucial that RBank remains operational. With this in mind, RBank set up a skeleton workforce in select key branches so that they could keep operating. The very limited staff at the branches are complemented by bank employees who are executing a “work from home” setup to service the financial needs of customers.
With the welfare and safety of RBankers rendering service a top priority, branch employees were given personal protective equipment such as masks and alcohol disinfectants to protect them from the virus. The bank also provided the needed operational support along with pertinent and relevant information to ensure a safe workplace environment.
Despite the day-to-day hardships and lingering feeling of uncertainty brought about by the ECQ, RBank’s employees have accepted the challenge by performing to the best of their ability.
One of the main hurdles that branch personnel face is the lack of public transportation. But because of their dedication to serve, RBankers found ways to man their respective branches.
“Noong nag-announce ng ECQ, gumawa agad ako ng group chat among the nine branches na hawak ko,” says Lynn Sy, Metro Manila 3 Area Head. “We already plotted out kung sino ba ang kaya at willing pumasok during the duration of the quarantine. Hanggang ngayon, kung sino ang pumasok mula Day 1, sila pa rin ang nandoon until today.”
Modern Bayanihan
To address the problem of transportation, the nine branches worked together to find practical solutions. Business Center Heads (BCH) who have their own cars offered to pick up and drop off their staff at certain pick-up points. Sy, for one, offered her car and hired a driver with the help of RBank to be able to pick up staff that come from distant places like Cavite.
“Nagtutulungan din ang mga branches para mapunan ang manpower. May mga times na kulang ng tao sa NAIA branch, so nagpull out kami ng tao from Binondo to NAIA. Hinatid na lang ng driver since mabilis din ang biyahe,” Sy narrated.
Passion and Commitment
While reporting for work every day poses a threat to the health and safety of these bankers, they keep doing their jobs because they know the bigger role that banks play in the lives of the Filipinos and in the country’s economy as well.
“In these times, we want to assure people, especially our customers that we will continue providing our services to serve their financial needs. It is our duty to ensure that all our bank operations are normal and will remain functional to the best of our ability because we aim to serve our clients,” Sy explains.
On the other hand, Angelica Flores, BCH of the Valenzuela branch, says that despite the crisis, her staff is doing great. “Since I already made sure that my family are all safe at home, I also make sure that my people are secure, that I am always around for them, just like a mother taking care of her children. I also think of our obligation to our clients, the least we could do is serve them in times of crisis. Our presence, that we are open is an assurance that they don't need to panic,” Flores says.
Ivhan Africa, Customer Sales Assistant of the Adriatico Branch, is understandably concerned about contracting the virus but nevertheless, he continues to work despite the risk. “Ang challenges na every day ko hinaharap is yung takot na anytime pwede ako magkaron ng virus and pag uwi ko ng bahay, ako maging carrier sa family ko. But because of my commitment, I continue to go to work because it is our passion to serve our clients.”
To help ease employees’ concerns, Ivhan says that management regularly checks on their well-being and provides them with a food allowance and other motivational support.
RBankers like Lynn, Angelica, and Ivhan, whether they are stationed at the head office or at the different branches, are at the forefront of fulfilling customers' concerns and ensuring that each one can complete their banking transactions in a safe, comfortable, and clean environment. We also mustn’t forget the contributions of others working behind the scenes, such as the operations personnel who have reported for duty since the start of the quarantine to ensure that ATMs are always functioning to serve customers.
RBank praises the tremendous efforts and sacrifice shown by its employees. It lauds their fighting spirit, initiative to solve problems, and their gritty resilience, all commendable values that help deliver on Robinsons Bank’s commitment to fulfill the financial needs of its customers despite the circumstances.
For more information on Robinsons Bank, visit www.robinsonsbank.com.ph
