• Delgado led the team that introduced the first fully-digital branch in the Philippines
• Her mission to uplift customers’ lives led her to be involved in developing the mobile and online retail banking platform
• Under her incisive leadership the bank was guided by its customer-centric culture

Ana Delgado, chief customer experience officer and consumer finance head at Union Bank of the Philippines, was named Promising Young Banker in the Philippines at the Leadership Achievement Awards Virtual Ceremony 2020 presented by The Asian Banker.

Delgado led the team that introduced the first fully-digital branch in the Philippines

She simultaneously handles several crucial positions in the bank and has led many projects that focused on using technology to improve customers’ experiences. Under her leadership, Union Bank of the Philippines launched the first fully-digital branch in the country.

The digital branch has opened six times more accounts than the traditional branches and converted 150% of its customers to the bank’s mobile app. She expedited the decision-making and execution of the project that later on served as model nationwide. The initiative has not only helped the bank improve customer engagement but has significantly reduced costs.

Her mission to uplift customers’ lives led her to be involved in developing the mobile and online retail banking platform

Her mission to uplift customers’ lives created transformative products that made banking convenient and accessible. She led the bank into developing mobile and online retail banking platform from scratch. It is the first local bank in the Philippines thatenables new customers to open accounts through mobile banking app. Meanwhile, its customers can generate a QR code in-app for instant in-person payments.

The product was a huge success for its convenience. It had over 580,000 registered users with an active rate of about 70% in the period under review. The platform is also a significant contributor in the bank’s rank as the top local bank in remittances under the National Retail Payment System.

Under her incisive leadership the bank was guided by its customer-centric culture

Her customer-oriented mindset allowed her to quickly formulate digital solutions for customers to send remittances without necessarily going out of their home. Under her guidance, a remittance platform has been developed on the bank’s mobile app within two weeks.

Delgado in her acceptance speech said, “Together, we are building a brighter future through banking for our fellow Filipinos. We do this by taking inspiration from our customers and our focus on delivering banking that uplifts their lives. It is our belief that our banking experiences must be designed to enhance the human connections underlying every banking transaction”.

For video of the Leadership Dialogue and Leadership Achievement Awards Virtual Ceremony, please click here.

About Promising Young Banker Awards

The Asian Banker Promising Young Banker Award programme is held every three years. Its aim is to recognise the achievements of outstanding bankers under the age of 40 with bottom-line responsibilities. The programme tracks the career development of next-generation leaders in the increasingly complex financial services industry in the Asia Pacific, Middle East and Africa regions. We look for information on demonstrated tangible results, proven attributes of leadership and a clear career trajectory. Candidates for this award can only be recommended by senior management and boards of banks, regulatory or related agencies.

To learn more about Promising Young Banker Awards click here

To see the full list of winners click here