CHANNEL MANAGER, PLATFORM MANAGEMENT
At a glance
Mid-level Channel & Partnerships role at Metrobank. Makati.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Build and improve dashboards covering digital usage, engagement, customer journeys, incidents, SLAs and operational KPIs
- Analyze transaction behavior, customer friction and feedback to identify improvements across digital touchpoints
- Track journey measures including conversion, completion time, errors and customer effort indicators
- Handle platform budgets, forecasts, process records, testing scripts, parameter changes and release notes
- Monitor vendor obligations, risk documents, escalations, resolution timelines and performance scorecards
What you bring
- A bachelor’s degree in Business, Finance or Information Technology is required
- At least three years of relevant experience in fintech, telco, FMCG or banking
- Background in platform management, production support or customer service
- Working knowledge of Excel, PowerPoint and Word, with familiarity with design thinking and agile delivery
- Clear communication, presentation and negotiation skills, plus systematic thinking and problem solving
Who this fits
This role suits someone who combines platform operations with analytics, customer journey work, documentation and vendor oversight. You’ll collaborate across functions and need to communicate clearly while handling budgets, audits and regulatory materials. The position is based at Metrobank Card Center in Ayala, Makati City, and is a junior officer role.
From the employer
Be #InGoodHands with Metrobank!
Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!
Position Title: Channel Manager, Platform Management
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
Digital analytics, Dashboard management & engagement
- 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.
Vendor Management & Governance
- 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
- With good communication, presentation & negotiation skills
- 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
- Knows conflict resolution
- Creative, thinks outside the box
Other Details:
Rank: Junior Officer
Unit: Consumer Business Sector / Digital & Business Transformation Department
Location: Metrobank Card Center, Ayala, Makati City
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