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