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 <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">Create, manages, and enhances analytics dashboards tracking digital usage, engagement, customer journeys, and operational KPIs. (e.g., user activity, incidents, & SLAs).</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">Conducts deep dive analysis on transaction patterns, customer pain points, and behaviors to drive improvements.</li> </ul> Customer Journey & Experience Optimization <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">Maps and documents assigned customer journeys across digital touchpoints in collaboration with channel managers.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">Provides data driven insights on user experience issues, delays, or bottlenecks affecting the end to end journey.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">Consolidates and analyzes customer complaints, feedback, and incident logs to support journey improvements.</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">Tracks journey KPIs such as conversion rates, completion times, error occurrences, and customer effort indicators.</li> </ul> Documentation, Budget & Process Governance <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif">Owns the budgeting and forecasting cycle for platform operations, enhancements, vendor costs, and analytics tools</li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif">Maintains updated documentation of platform processes, system parameter changes, testing scripts, and release notes.</li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif">Ensures accuracy and completeness of operational documentation required for audits, risk assessments, and internal reviews.</li> </ul> Vendor Management & Governance <ul style="margin-bottom:0.0in;margin-top:0.0px" type="disc"> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif">Monitors vendor performance with SLAs, contracts, and service delivery standards.</li> <li style="line-height:15.0pt;margin-top:0.0in;margin-right:0.0in;margin-bottom:10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif">Consolidates necessary documents for vendor risk assessments, audits, and regulatory submissions.</li> </ul> <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">Tracks and documents vendor‑related issues, escalations, resolution timelines, and performance scorecards.</li> </ul> Qualifications: <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;text-align:justify;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">At least a Bachelor’s degree in Business, Finance, or Information Technology course</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Certifications in relevant topics (user experience, design thinking/human centered design, project management, agile process, etc.)</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif">At least 3 years relevant work experience in fintech, telco, FMCG, or banking set-up</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">With platform management, production/backroom support, or customer service experience</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">With good working relationship with colleagues and subordinates; no derogatory record</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">With background in participating in cross-functional teams</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">With good communication, presentation & negotiation skills</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Can express thoughts systematically & clearly</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Proficient in basic software skills (Excel, Powerpoint, Word, etc.)</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Familiarity with design thinking, agile delivery principles</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Critical thinker & problem solver</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Team player and collaborative</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Self-motivated with strong work ethics</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Adaptable and resourceful</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Knows conflict resolution</li> <li style="text-align:justify;margin:0.0in 0.0in 0.0in 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif">Creative, thinks outside the box</li> </ul> Other Details: Rank: Junior Officer Unit: Consumer Business Sector / Digital & Business Transformation Department Location: Metrobank Card Center, Ayala, Makati City

CHANNEL MANAGER, PLATFORM MANAGEMENT (Makati, Philippines) @ MBTCHCM

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