PLATFORM BUSINESS MANAGER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Platform Business Manager for Customer Experience to supervise BizLink and BizKo operations within Institutional and Transaction Banking. You will ensure platform stability, compliance, and customer satisfaction by coordinating with internal teams, vendors, and regulators.

Responsibilities include managing contracts, guiding governance, and delivering timely audit reporting while supporting strategic initiatives and operational improvements.

Qualifications

• Bachelor's degree in a relevant field.
• Knowledge of AMLA and BSP regulatory compliance.
• Understanding of budget controls, policies, and procedures.
• Agile and project management skills.
• Strong business acumen and data-driven decisions.
• Familiarity with digital platforms, APIs, and integrations.
• Effective communication and presentation skills.
• Strategic and process-oriented mindset.
• Collaborative, adaptable, and resilient in fast-paced environments.

Responsibilities

• Oversee platform operations, monitoring, and uptime for BizLink and BizKo.
• Coordinate across internal teams, vendors, and regulators for compliance.
• Manage vendor contracts, renewals, and SLA performance.
• Provide frontline teams with tools, training, and engagement logs.
• Lead AML, data privacy, consumer protection, and BSP compliance.
• Prepare audit reporting and escalate findings to leadership.
• Maintain platform documentation and performance metrics.
• Liaise with Marketing, Sales, Compliance, Legal, Tech, and Vendors.
• Support Platform Lead in growth initiatives and improvements.

Skills

Business acumen

Data-driven decision making

Agile project management

Effective communication

Education

Bachelor's Degree in Business, IT, Finance, or Economics

Tools

APIs & integrations

Digital platforms

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 orientationCollaborative, adaptable, resilient, and team-first mindset
• Comfortable working in fast-paced, iterative environments
• Ability to balance short-term deliverables with long-term goals