channel manager - Makati
2 araw ang nakalipas
Paglalarawan ng trabaho
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Position Title: CHANNEL MANAGER, PLATFORM MANAGEMENT
Job Summary:
Responsible for maintaining retail digital channels at acceptable levels of performance. Ensures customer pain points arising from channel use are addressed in an effective and timely manner. Performs risk-management related activities to minimize operational risk and ensure compliance to internal and external regulations.
Duties & Responsibilities:
Platform Management
- Tracks channel performance on customer complaints, production issues & platform health and implements solutions to improve it
- Monitors SLAs of support units (e.g., Information Technology, Operations) and improves on SLA commitments across time
- Prioritizes production issues together with various stakeholders (Information Technology, Customer Support, etc.)
- Works with Information Technology units to ensure digital platforms and infrastructure supporting these are well-capacitized to ensure customer transactions are completed end-to-end
- Monitors and resolves operational/production incidents and complaints impacting digital channels to minimize customer complaints, financial losses, and adverse reputational impact; files risk incident reports as necessary
- Performs maintenance activities for the channel such as but not limited to adding/deleting billers/receiving FIs or modifying biller/receiving FI information, database clean-up, branch consolidation activities, etc.
- Implements system parameter changes in digital channels and initiates necessary testing in production; ensures proper documentation
- Assists in collecting & analyzing customer feedback on digital channels, and recommends solutions to address these
- Implements programs that continuously educate frontline teams to handle customer issues; prepares various materials (e.g., FAQs, Info scripts, training decks and other presentation materials) used to inform and educate frontliners.
Strategic Planning, Budgeting, Administration
- Conducts business and market research (business environment analysis, competitive benchmarking, technology scanning, etc.)
- Spearheads special projects for the business unit, as assigned by the Department Head or Channel Development Lead
- Acts as Audit, Compliance, Budget, or HR/Training Coordinator, or point of contact for initiatives where business unit requires representation
- Performs vendor management activities (accreditation, re-accreditation, etc.)
- Serves as back-up of other Channel Managers or the Platform Management Lead
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 2 years relevant work experience in e-commerce, 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;
- 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
OTHER DETAILS:
Unit: Consumer Business Sector/ Digital Business Transformation Department
Work Location: MCC Center Ayala Avenue, Makati City
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