Rank: Assistant Manager
Work Set-up: Hybrid (3x Onsite, 2x Work from Home weekly)
Location: Makati
The role is primarily responsible for the oversight and governance of our platforms and collaborates with the Platform Management Head to oversee the bank's retail digital platforms, working towards achieving business objectives. Responsibilities include daily operations management, meeting service level targets, and contributing to product and service development, process improvement, and regulatory compliance.
Responsibilities
- Complaints Management -The platform management officer is responsible for day-to-day support, handling inquiries related to digital platforms from branches, contact center, and other business units. They manage escalated complaints from retail clients, collaborating with platform development and technical teams to resolve issues encountered in production. Additionally, the officer monitors daily platform statistics, OTP delivery status, and maintains relationships with aggregators.
- RiskManagement The platform manager continuously assesses the risk associated with platform features and services to ensure transactional security and compliance with standards. Identifying and mitigating potential risks associated with the platform, such as security threats, performance issues, or compliance violations.
- Content Management The platform management officer drafts updated content for the Bank's online informational pages, focusing on features and functions of the retail digital platforms they manage.
- Incident and Problem Management - The platform management officer collaborates with relevant units to resolve production issues. They also communicate scheduled and unscheduled system downtimes, emergency incidents, and ongoing system problems to internal bank units. For external client communications, the platform management officer coordinates with platform business owners or the corporate affairs communications team.
- Admin Tasks The platform management officer does user access maintenance as part of the admin works in User Manager, RSA and JUMIO.
- Strategy and Planning: Developing and executing the platform's strategic roadmap, aligning it with the organization's overall business objectives.
- Governance: Ensuring adherence to standards, policies, and procedures related to the platform's development, deployment, and maintenance.
- Stakeholder Management: Coordinating with various stakeholders, including business units, IT teams, and external vendors, to gather requirements and address their needs
- Performance Monitoring: Tracking the platform's performance metrics, identifying areas for improvement, and implementing necessary optimizations
Qualifications
- Bachelor's Degree holder in Business Administration or related disciplines
- Must Have at least 2 years or relevant work experience
- Flexible: able to work on a flexible hour or during weekends, when needed.
- Professional: able to address escalated complaints or difficult clients
- Determined: able to have full willingness to accomplish assigned task
- Adaptable: able to adapt to changing business requirements and technological advancements. Also, with a mindset that seeks out need opportunities to improve the platform's capabilities and competitive advantage.
- High level of understanding of the operations and management of non-traditional transactional platforms such as (online, mobile applications)
- Basic understanding of the application and mainframe systems, processes, and their inter-connectivity.
- Knowledge on relevant bank regulations and compliance requirements.
- Has ability to effectively communicate with and manage expectations of various stakeholders, including business units, IT teams, and external vendors
- Has excellent written and verbal communication skills, including the ability to communicate complex technical concepts to non-technical audiences
- Has the ability to identify and solve problems effectively, both technical and organizational
- Has the ability to make informed decisions based on available data and analysis
