CHANNEL MANAGER

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Position Title: CHANNEL MANAGER, PLATFORM MANAGEMENT

Job Summary:

Responsible for maintaining retail digital channels at acceptable levels of performance. Ensures customer pain points arising from channel use are addressed in an effective and timely manner. Performs risk-management related activities to minimize operational risk and ensure compliance to internal and external regulations.

Duties & Responsibilities:

Platform Management

• Tracks channel performance on customer complaints, production issues & platform health and implements solutions to improve it
• Monitors SLAs of support units (e.g., Information Technology, Operations) and improves on SLA commitments across time
• Prioritizes production issues together with various stakeholders (Information Technology, Customer Support, etc.)
• Works with Information Technology units to ensure digital platforms and infrastructure supporting these are well-capacitized to ensure customer transactions are completed end-to-end
• Monitors and resolves operational/production incidents and complaints impacting digital channels to minimize customer complaints, financial losses, and adverse reputational impact; files risk incident reports as necessary
• Performs maintenance activities for the channel such as but not limited to adding/deleting billers/receiving FIs or modifying biller/receiving FI information, database clean-up, branch consolidation activities, etc.
• Implements system parameter changes in digital channels and initiates necessary testing in production; ensures proper documentation
• Assists in collecting & analyzing customer feedback on digital channels, and recommends solutions to address these
• Implements programs that continuously educate frontline teams to handle customer issues; prepares various materials (e.g., FAQs, Info scripts, training decks and other presentation materials) used to inform and educate frontliners.

Strategic Planning, Budgeting, Administration

• Conducts business and market research (business environment analysis, competitive benchmarking, technology scanning, etc.)
• Spearheads special projects for the business unit, as assigned by the Department Head or Channel Development Lead
• Acts as Audit, Compliance, Budget, or HR/Training Coordinator, or point of contact for initiatives where business unit requires representation
• Performs vendor management activities (accreditation, re-accreditation, etc.)
• Serves as back-up of other Channel Managers or the Platform Management Lead

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 2 years relevant work experience in e-commerce, 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;
• 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

OTHER DETAILS:

Unit: Consumer Business Sector/ Digital Business Transformation Department

Work Location: MCC Center Ayala Avenue, Makati City