PERSONAL LOANS PRODUCT MANAGER

Metrobank; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Metrobank is seeking a Product/Portfolio Manager for the Personal Loans unit to own day-to-day performance, customer experience, and operational health by driving lifecycle communications, monitoring metrics, and delivering initiatives that improve outcomes and efficiency.

You will coordinate with cross-functional teams, prepare business requirements and process flows, and support UAT and governance activities to ensure successful delivery of customer-centric initiatives.

Qualifications

• Background in Product Management, Portfolio Management, Business Analysis, Customer Experience, Operations or Banking preferred.
• Strong analytical, problem-solving and stakeholder management skills.
• Comfortable working with data, financials, documentation and multiple stakeholders.
• Excellent written and verbal communication; ability to align teams toward common objectives.

Responsibilities

• Own day-to-day performance, customer experience, and operational health of Personal Loans.
• Drive lifecycle communications and coordinate with creatives and stakeholders.
• Monitor portfolio and operational metrics; identify actionable improvements.
• Support stable operations across booking, billing, collections, repayment, and ADA processes.
• Investigate issues and coordinate resolution with relevant teams.
• Lead initiatives to enhance customer experience, efficiency, and portfolio performance.
• Prepare business requirements, concept papers, process flows and product docs.
• Coordinate UAT, implementation activities, and process enhancements.
• Manage product housekeeping, memos, audit inquiries and governance.

Skills

Product Management

Portfolio Management

Business Analysis

Customer Experience

Operations

Banking

Stakeholder Management

Ownership Mindset

Data Analysis

Communication

Tools

Excel

PowerPoint

Job description

Own the day-to-day performance, customer experience, and operational health of the Personal Loans business by driving lifecycle communications, monitoring portfolio and operational metrics, supporting stable operations, and delivering initiatives that improve customer outcomes, operational efficiency, and business performance.

The role serves as a key coordinator across different stakeholder and support units to ensure the successful delivery of business and customer initiatives for the Personal Loans business . This role reports directly to the Personal Loans Product Builds & Process Lead.

Key Responsibilities

• Manage customer lifecycle communications and develop communication briefs and requirements, including coordinating with creatives and stakeholders to ensure timely and accurate deployment of customer communications.
• Maintain and enhance end-to-end customer journey maps; identify pain points, process gaps, and opportunities to improve customer experience and business outcomes.
• Monitor key Personal Loans portfolio, operational, and customer metrics and recommend actions based on insights.
• Support stable operations across booking, billing, collections, repayment, and ADA-related processes.
• Investigate customer and operational issues and coordinate resolution with relevant teams.
• Drive initiatives that improve customer experience, operational efficiency, portfolio performance, and process effectiveness.
• Prepare business requirements, concept papers, process flows, and product documentation.
• Coordinate UAT, implementation activities, and process enhancement initiatives.
• Manage product housekeeping activities, including L3 updates, memos, documentation, audit inquiries, and governance requirements.

Qualifications:

• Background in Product Management, Portfolio Management, Business Analysis, Customer Experience, Operations, Banking, or related fields preferred.
• Strong analytical, problem-solving, and stakeholder management skills.
• Comfortable working with data, financials, documentation, creative teams, and multiple stakeholders simultaneously.
• Proficient in Excel and PowerPoint, with strong written and verbal communication skills.
• Able to navigate stakeholder requirements and align multiple teams toward common objectives.
• Demonstrates a positive attitude, strong ownership mindset, and willingness to learn.