CHANNEL MANAGER, PLATFORM MANAGEMENT

Metrobank; Makati; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading financial institution in Metro Manila is looking for a Junior Officer to drive platform performance through data analytics and customer journey optimization. You will create dashboards, conduct in-depth analyses, and ensure efficient processes while managing vendor relationships. Candidates should have a Bachelor’s degree in Business or Finance, relevant work experience, and strong analytical and communication skills. Join us to help enhance customer experiences and drive business transformation.

Qualifications

• At least 3 years of relevant work experience in fintech, telco, FMCG, or banking.
• Experience in platform management and customer service is preferred.
• Proficient in basic software skills.

Responsibilities

• Create and enhance dashboards for digital usage and engagement.
• Conduct deep dive analysis on customer behaviors and transaction patterns.
• Map and optimize customer journeys across digital touchpoints.

Skills

Analytical skills

Critical thinking

Problem-solving

Team collaboration

Communication skills

Education

Bachelor’s degree in Business, Finance, or IT

Tools

Excel

PowerPoint

Word

Job description

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

• 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.
• 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
• 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
• Creative, thinks outside the box

Other Details

Rank: Junior Officer

Unit: Consumer Business Sector / Digital & Business Transformation Department