Platform Management Lead – Analytics & CX

Metrobank; Philippines; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Metrobank is seeking a Channel Manager, Platform Management to drive platform performance through data analytics, customer journey optimization, financial planning and vendor management.

You will create analytics dashboards, map customer journeys, manage budgets, and ensure governance and regulatory alignment while partnering with cross-functional teams to optimize end-to-end digital experiences and KPIs.

Qualifications

• At least a Bachelor’s degree in Business, Finance, or Information Technology.
• 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

Responsibilities

• Create, manages, and enhances analytics dashboards tracking digital usage, engagement, customer journeys, and operational KPIs.
• Conducts deep dive analysis on transaction patterns, customer pain points, and behaviors to drive improvements.
• 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.
• 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.

Skills

Business acumen

Analytical thinking

Cross-functional collaboration

Communication

Problem solving

Excel

PowerPoint

Design thinking familiarity

Team player

Adaptive

Education

Bachelor’s degree in Business, Finance, or Information Technology

Tools

Excel

PowerPoint

Word

Job description

Metrobank is seeking a Channel Manager, Platform Management to drive platform performance through data analytics, customer journey optimization, financial planning and vendor management.

You will create analytics dashboards, map customer journeys, manage budgets, and ensure governance and regulatory alignment while partnering with cross-functional teams to optimize end-to-end digital experiences and KPIs.