The Platform Business Manager for Customer Experience is responsible for overseeing the day-to-day operational requirements of BPI’s BizLink and BizKo platforms under Institutional and Transaction Banking. The role ensures platform stability, compliance, and customer satisfaction by coordinating across internal teams, vendors, and regulatory bodies. It serves as the central point of contact for operational health monitoring, vendor management, customer engagement, and audit reporting, while supporting the Platform Business Lead in driving strategic initiatives and operational improvements.

Responsibilities

Platform Operations & Monitoring

• Tracks and escalates downtime or performance issues; coordinates troubleshooting with internal teams and vendors
• Monitors customer complaints with Client Servicing teams and ensures timely resolution
• Ensures Business Continuity Plans (BCP) and Service Level Agreements (SLAs) are followed