Channel Manager, Platform Management

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Position Title: CHANNEL MANAGER, PLATFORM MANAGEMENT

Job Summary

Drives the platform performance through data analytics, customer journey optimization, financial planning and vendor management. Ensures data-driven decision making, seamless customer experiences, efficient resource optimization and alignment with business and regulatory objectives.

Specific Duties & Responsibilities

Digital analytics, Dashboard management & engagement

• Create, manages, and enhances analytics dashboards tracking digital usage, engagement, customer journeys, and operational KPIs. (e.g., user activity, incidents, & SLAs).
• Conducts deep dive analysis on transaction patterns, customer pain points, and behaviors to drive improvements.

Customer Journey & Experience Optimization

• Maps and documents assigned customer journeys across digital touchpoints in collaboration with channel managers.
• Provides data driven insights on user experience issues, delays, or bottlenecks affecting the end to end journey.
• Consolidates and analyzes customer complaints, feedback, and incident logs to support journey improvements.
• Tracks journey KPIs such as conversion rates, completion times, error occurrences, and customer effort indicators.

Documentation, Budget & Process Governance

• Owns the budgeting and forecasting cycle for platform operations, enhancements, vendor costs, and analytics tools
• Maintains updated documentation of platform processes, system parameter changes, testing scripts, and release notes.
• Ensures accuracy and completeness of operational documentation required for audits, risk assessments, and internal reviews.

Vendor Management & Governance

• Monitors vendor performance with SLAs, contracts, and service delivery standards.
• Consolidates necessary documents for vendor risk assessments, audits, and regulatory submissions.
• Tracks and documents vendor‑related issues, escalations, resolution timelines, and performance scorecards.

Qualifications:

• At least a Bachelor's degree in Business, Finance, or Information Technology course
• Certifications in relevant topics (user experience, design thinking/human centered design, project management, agile process, etc.)
• At least 3 years relevant work experience in fintech, telco, FMCG, or banking set-up
• With platform management, production/backroom support, or customer service experience
• With good working relationship with colleagues and subordinates; no derogatory record
• With background in participating in cross-functional teams
• With good communication, presentation & negotiation skills
• Can express thoughts systematically & clearly
• Proficient in basic software skills (Excel, Powerpoint, Word, etc.)
• Familiarity with design thinking, agile delivery principles
• Critical thinker & problem solver
• Team player and collaborative
• Self-motivated with strong work ethics
• Adaptable and resourceful
• Knows conflict resolution
• Creative, thinks outside the box

Other Details:

Rank: Junior Officer

Unit: Consumer Business Sector / Digital & Business Transformation Department

Location: Metrobank Card Center, Ayala, Makati City