Filipino, 55 years old, Ms. Go heads the Consumer Banking Segment that primarily serves over 15 million clients and oversees the 855 branches nationwide including former Robinsons Bank branches, retail digital platforms, core retail products specifically deposits, auto loans, housing loans, motorcycle loans and life and non-life bancassurance and the support services. Since the consolidation of these businesses into OneConsumer bank, Ms. Go has steadfastly focused on driving a client-first transformation strategy to deliver a delightful omni-channel customer experience referred to as “phygital”. It leverages on the Bank’s vast physical presence to offer trusted advice through its 11,000-strong cadre of expert bank personnel complimented by best-in-class digital capabilities that make banking easier and more convenient.

With her leadership, Consumer Bank has already converted 63 branches to the phygital formats, redefining the customer experience at the branch and integrating digital education. The critical component of the strategy is the manpower transformation to convert branches from transaction to advisory centers. In 2024, the mobile app and online platforms also experienced massive transformation following their migration to a more flexible back-end system. New capabilities and features such personal financial management tool, time deposit and investment account opening, mobile check deposit, and credit card special installment plan application are but a few that made BPI the leader in digitalization with the app attaining #1 Net Promoter Score (NPS) among banking apps. In 2024, the virtual store channel transitioned from pilot to mainstream, successfully delivering advisory and enabling loan application processing remotely to serve clients who began their relationship digitally and clients who are abroad. Across BPI’s channels, the roll out of Salesforce for campaign management and servicing and the pilot of GenAI (Artificial Intelligence) dubbed as BPI Express Assist Intelligence (BEAi) enhanced customer engagement and improved productivity.

Core retail products likewise experienced significant growth with innovations in retail lending such as the introduction of Green Solutions, LavLoans to finance cancer treatments, EV financing, non- life insurance-loan bundles, and new life insurance products with health riders such as BPI Aspire, Aspire Premier and Future Ready. These products improved market shares and industry positions in 2024.

The Consumer Bank expanded its customer base through micro- segmentation, the latest of which is the launch of Next by BPI Preferred to reach the Gen Z and Millennial markets through convenient access to trusted advise through virtual financial coaches and relevant online content. Under Ms. Go, BPI re-established its presence in the Overseas Filipino market, enabling digital account opening, worry-free remittance and transfers and remote access to financial advisory.

Before assuming leadership of the Consumer Bank, she served as the President of BPI Family Savings Bank (BFSB) and was responsible for the smooth merger and integration with BPI. She also served as Group Head of BFSB Retail Loans in 2015 after heading BPI’s Payments and Unsecured Lending Group for 11 years where she led innovations such as the launches of the first EMV-compliant credit cards and Real Thrills, the first instant rewards program. Her experience in transformational work covering manpower, processes, products, systems, and culture enabled market-creating business growth opportunities and a high-quality customer portfolio. With the client-first transformation strategy anchored on making customers happy, BPI takes the lead with its #1 NPS not just among banks but among financial institutions.

Before joining BPI, Ms. Go was Vice President at Citibank Philippines managing the bank’s Retail Bank Marketing then at Citibank Credit Cards Cross Sell Division in New York. She also worked in Ayala Land to establish and head its Market Planning and Development Division where she became part of the team responsible for the company’s foray into the middle-market. She started her career in Procter & Gamble as Brand Assistant then was promoted to Assistant Brand Manager, managing brands such as Mr. Clean, Perla, Star and Dari Crème. She earned a Master’s degree from the Harvard Business School with honors in 1996. She graduated magna cum laude with a degree in BS Business Administration and Accountancy from the University of the Philippines Diliman, was awarded one of the Ten Outstanding Students of the Philippines, placed first in the CPA licensure exam in 1991, and was recognized as one of the UP College of Business Administration’s Distinguished Alumni in 2012. She was also recognized by the Filipina Women’s Network as One of the 100 Most Influential Filipina Women the World in 2016.

Ms. Go currently serves as Chairman of the Personnel Committee and Director of BPI MS Insurance Corporation. She also sits as a Director in the Boards of Legazpi Savings Bank and TransUnion Philippines and a Trustee of Ayala Foundation. She has been a member of the Ayala Group’s Innovation Advisory Council, the Management Association of the Philippines, Harvard Global Club of the Philippines, Harvard Business School Club of the Philippines, Filipina Women’s Network, Filipina CEO Circle and NextGen Organization of Women Corporate Directors. Ms. Go serves as a mentor for high-impact entrepreneurs in Endeavor Philippines and also actively mentors current and future young leaders in BPI and in the various organizations she is involved in.

 

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