"My role at Allianz isn’t customer-facing, but it is always customer-shaping because I help create the environment that enables our people to deliver their best work. Through ensuring our workplaces are safe, reliable, and efficient, our customer-facing colleagues can focus on what matters most, which is serving our customers. I also believe that a well-maintained and professional branch helps customers feel panatag because it reflects the reliability, quality, and care they can expect from Allianz. "

Meet Vicente “Chito” Villa-Real

Assistant Manager | Real Estate and Facilities Management
Allianz PNB Life, Philippines

Where Our Work Meets the Customer

Customers may never meet me or our team, but they benefit from the environment we create behind the scenes. Through ensuring our branch offices are safe, operational, and well-supported, we help our colleagues and partners stay focused on delivering excellent service. When systems, facilities, and workspaces function seamlessly, customer-facing teams can respond quickly and efficiently. In many ways, we create the conditions that allow great customer experiences to happen, whether that means having a comfortable branch, reliable internet, or facilities that work as they should. The challenge is that good experiences often go unnoticed, while one bad experience can quickly affect many people, so when everything runs smoothly, that is usually a sign that we are doing our job well.

From Feedback to a Better Experience

One example is our move to One Ayala, which was not simply a move for us but a decision made with our customers in mind. Our previous office had recurring concerns with air conditioning, lighting, elevators, and other facilities, so moving to a more accessible and modern location has helped create a better environment for both our colleagues and customers. One Ayala is also a major transport hub with direct access to a mall, making it more convenient for customers to reach us. However, I see this as a work in progress, and our next steps include working with the building to improve wayfinding through clearer signage and enhancing our office space to create a better customer area. Hopefully, in the next few years, we can look back and say that these improvements have truly made the customer experience easier and more seamless.

No Transformation Without the Basics

If we do not properly manage, maintain, and build our branches, customers may have a less safe, comfortable, and welcoming experience, which could ultimately affect how they see our brand. We are now moving toward what we call “branch transformation,” where our offices are not simply places with basic facilities but spaces that customers would want to visit and that reflect the Allianz brand. This is especially important as we continue expanding our reach beyond Manila, because our branches are often where customers experience our brand firsthand. At the same time, maintaining older branches requires us to look at each situation carefully and determine whether we should repair, upgrade, or invest in a new space based on what will work best. For me, part of our responsibility is to create offices that are safe, functional, and easy for customers to identify and access, because that helps make their experience with Allianz better.

Meet Vicente “Chito” Villa-Real

Where Our Work Meets the Customer

From Feedback to a Better Experience

No Transformation Without the Basics

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