The Platform Business Manager for Customer Experience is responsible for overseeing the day-to-day operational requirements of BPI's BizLink and BizKo platforms under Institutional and Transaction Banking. The role ensures platform stability, compliance, and customer satisfaction by coordinating across internal teams, vendors, and regulatory bodies. It serves as the central point of contact for operational health monitoring, vendor management, customer engagement, and audit reporting, while supporting the Platform Business Lead in driving strategic initiatives and operational improvements.
Responsibilities
Platform Operations & Monitoring
- Tracks and escalates downtime or performance issues; coordinates troubleshooting with internal teams and vendors
- Monitors customer complaints with Client Servicing teams and ensures timely resolution
- Ensures Business Continuity Plans (BCP) and Service Level Agreements (SLAs) are followed
Contract & Vendor Management
- Reviews platform-related contracts and coordinates compliance/legal approvals
- Maintains contract repository, monitors renewals, and manages vendor performance against SLAs
- Oversees payables for service providers and licenses
Platform & Customer Engagement
- Equips frontliners with tools, updates, and training to support clients
- Acts as primary liaison for customer support teams; maintains engagement logs to track issues and resolutions
Regulatory Compliance & Risk Management
- Ensures adherence to AML, Data Privacy, Consumer Protection, and BSP policies
- Coordinates risk assessments, audits, and regulatory reviews
- Monitors regulatory developments and implements necessary changes
Governance & Audit Reporting
- Prepares and escalates audit findings and compliance issues to the Platform Business Lead
- Supports documentation and closure of audit resolutions
Administration & Reporting
- Maintains platform documentation (contracts, workflows, compliance records)
- Prepares reports on performance, user growth, incidents, and operational metrics
Cross-Functional Coordination
- Liaises with Marketing, Sales, Compliance, Legal, Technology, and Vendors
- Facilitates meetings, aligns priorities, and supports new launches/enhancements
Strategic & Operational Support
- Provides operational leadership to ensure smooth delivery of platform objectives
- Assists the Platform Business Lead in driving growth initiatives and operational improvements
Qualifications
- Bachelor's Degree in Business, Information Technology, Finance, or Economics
- Knowledge of product lifecycle and development frameworks
- Familiarity with AMLA and BSP regulatory compliance
- Understanding of budget control methods, policies, and procedures
- Agile and project management skills
- Strong business acumen and data-driven decision-making
- Familiarity with digital platforms, APIs, and integrations
- Effective communication and presentation skills
- Strategic thinking and process orientation
- Collaborative, adaptable, resilient, and team-first mindset
- Comfortable working in fast-paced, iterative environments
- Ability to balance short-term deliverables with long-term goals
- 2 years of product support experience
- 2 years of platform support experience
- 3 years of program/project management experience
- Background in financial services industry preferred
