PLATFORM BUSINESS MANAGER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 1,674,000 - 3,013,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Platform Business Manager for Customer Experience to oversee daily operations of BizLink and BizKo platforms under Institutional and Transaction Banking. You will coordinate across internal teams, vendors, and regulators to sustain platform health and customer satisfaction.

You will lead governance, vendor management, platform engagement, regulatory compliance, risk management, and audit reporting while supporting the Platform Business Lead in

Qualifications

• Bachelor’s degree required in business, IT, finance, or economics.
• Knowledge of AMLA and BSP regulatory requirements is preferred.
• Strong communication and data-driven decision making expected.

Responsibilities

• Oversee day-to-day operations of BizLink and BizKo platforms.
• Coordinate with internal teams, vendors, and regulators for compliance.
• Monitor performance, incidents, and customer engagement.
• Manage contracts, vendor performance, and SLAs.
• Support audit reporting and regulatory reviews.
• Provide training and engagement tools to frontline staff.
• Assist in delivering strategic platform enhancements.

Skills

Agile

Project management

Communication

Presentation skills

Strategic thinking

Process orientation

Business acumen

Data-driven decision making

APIs & integrations

Regulatory compliance awareness

Education

Bachelor’s Degree in Business, Information Technology, Finance, or Economics

Tools

Digital platforms

Regulatory frameworks

Job description

Job Description:

The Platform Business Manager for Customer Experience is responsible for overseeing the day-to-day operational requirements of BPI’s BizLink and BizKo platforms under Institutional and Transaction Banking. The role ensures platform stability, compliance, and customer satisfaction by coordinating across internal teams, vendors, and regulatory bodies. It serves as the central point of contact for operational health monitoring, vendor management, customer engagement, and audit reporting, while supporting the Platform Business Lead in driving strategic initiatives and operational improvements.

Resposibilities

Platform Operations & Monitoring

• Tracks and escalates downtime or performance issues; coordinates troubleshooting with internal teams and vendors
• Monitors customer complaints with Client Servicing teams and ensures timely resolution
• Ensures Business Continuity Plans (BCP) and Service Level Agreements (SLAs) are followed

Contract & Vendor Management

• Reviews platform-related contracts and coordinates compliance/legal approvals
• Maintains contract repository, monitors renewals, and manages vendor performance against SLAs
• Oversees payables for service providers and licenses

Platform & Customer Engagement

• Equips frontliners with tools, updates, and training to support clients
• Acts as primary liaison for customer support teams; maintains engagement logs to track issues and resolutions

Regulatory Compliance & Risk Management

• Ensures adherence to AML, Data Privacy, Consumer Protection, and BSP policies
• Coordinates risk assessments, audits, and regulatory reviews
• Monitors regulatory developments and implements necessary changes

Governance & Audit Reporting

• Prepares and escalates audit findings and compliance issues to the Platform Business Lead
• Supports documentation and closure of audit resolutions

Administration & Reporting

• Maintains platform documentation (contracts, workflows, compliance records)
• Prepares reports on performance, user growth, incidents, and operational metrics

Cross-Functional Coordination

• Liaises with Marketing, Sales, Compliance, Legal, Technology, and Vendors
• Facilitates meetings, aligns priorities, and supports new launches/enhancements

Strategic & Operational Support

• Provides operational leadership to ensure smooth delivery of platform objectives
• Assists the Platform Business Lead in driving growth initiatives and operational improvements

Qualifications

• Bachelor’s Degree in Business, Information Technology, Finance, or Economics
• Knowledge of product lifecycle and development frameworks
• Familiarity with AMLA and BSP regulatory compliance
• Understanding of budget control methods, policies, and procedures
• Agile and project management skills
• Strong business acumen and data-driven decision-making
• Familiarity with digital platforms, APIs, and integrations
• Effective communication and presentation skills
• Strategic thinking and process orientation
• Collaborative, adaptable, resilient, and team-first mindset
• Comfortable working in fast-paced, iterative environments
• Ability to balance short-term deliverables with long-term goals