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Position Title:  Channel Manager

Job Summary:

The Channel Manager has the responsibility for driving business results from the specific channel assigned to him or her, which includes, but not limited to, ATM and CAM.  He/she develops strategies that will result to improved profitability and lower cost-to-serve, better customer experience and higher customer acquisition and retention; and manages operational and fraud losses associated with the use of the channel.  He/she coordinates with other segment leads and business units to address the self-service channel requirements of their own segments.  Finally, he/she contributes to defining strategic directions for his/her assigned channel and ensure that it meets regulatory, industry and internal standards for compliance and security

Specific Duties & Responsibilities:

Strategy & business results

• Participates in strategy formulation for self-service channels by contributing his or her ideas for her assigned channel; identifies opportunities and recommends improvements that lead to strengthening its value proposition.
• Manages projects to deliver new functionalities or technologies in collaboration with in-house IT, vendors, and service providers.
• Facilitates the vendor onboarding and management processes for every project and initiative where a third-party service provider engagement is required.
• Meets or exceeds expected business results for the specific projects and initiative assigned to him/her which include, but are not limited to innovation driving business growth and process efficiencies, improving customer experience and mitigating of risks (where applicable).
• Prepares and monitors the benefits captured and delivery of superior customer experience for the implementation of projects and initiatives that are in accordance with the identified business objectives where channel utilization metrics are met, new processes are followed, user interfaces are easy to understand and use, safety and security features are in place.
• Reviews proposals and payment endorsements from/to vendors for every project and relative milestones.
• Reviews the system roadmap of critical IT systems owned by the unit and contributes with the assessment, if such systems need to be continued or renewed, upgraded or decommissioned
• Monitors the channels’ features and functionalities comply with regulatory, industry (e.g. PCI DSS, EMV, BancNet, Visa, Mastercard etc.) and internal control standards.
• Develops and delivers learning programs, process, channel functionality and feature improvements and other initiatives to increase adoption of the specific channel, in cooperation with other support units.
• Develops and implements marketing strategies to drive customer acquisition, channel usage, revenue generation, and the creation of cross-sell/upsell opportunities.

Key Deliverables:

• Financial: channel cost-to-serve, fee generation and channel profitability (where applicable)
• Customer Experience: customer feedback, availability, ease of use
• Innovation: advancement of features and functionalities, completion of project milestones and implementation of key projects
• Risk & Controls: Compliance with regulatory and internal control standards

Required Competencies:

• Specialized knowledge in technology applications in banking
• Technology project management
• Sales and marketing
• Process improvement
• Strategic thinking
• Ability to work with cross-functional teams

Other Details:

Rank: Junior Officer

Unit: Branch Banking Sector / Branch Operations Support Group / E-Banking Division / Self-Service Channel Management Department

Location: GT Tower, Ayala Avenue corner H.V. Dela Costa Street, Makati City