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.
Duties and Responsibilities:
Create, manages, and enhances analytics dashboards tracking digital usage, engagement, customer journeys, and operational KPIs. (e.g., user activity, incidents, & SLAs).
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.
Owns the budgeting and forecasting cycle for platform operations, enhancements, vendor costs, and analytics tools.
Monitors vendor performance with SLAs, contracts, and service delivery standards.
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