Complaints Manager

confidential jobs; Philippines; On-site; PHP 1,200,000 - 1,400,000; Full time

Job summary

confidential jobs seeks a seasoned Complaints Manager to lead end-to-end complaints management across channels, ensuring regulatory compliance and audit readiness. The role oversees BSP-referred cases, escalations, and a team, driving data-driven improvements and stakeholder collaboration.

Ideal candidates have 5+ years in financial services complaints, strong leadership, and expertise in BSP regulations, governance, and regulatory reporting.

Qualifications

• Bachelor's degree in Business Administration, Finance, Law, or a related field.
• At least 5 years of experience in financial services, preferably in complaints management, escalations, regulatory complaints, or customer dispute resolution.
• Proven people leadership experience.
• Strong knowledge of BSP regulations, consumer protection standards, and regulatory reporting requirements.
• Experience designing or improving complaints and escalation management processes.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent written and verbal communication skills.

Responsibilities

• Own and continuously improve the end-to-end complaints management framework.
• Oversee BSP-referred complaints and regulatory cases, ensuring timely and compliant resolution.
• Analyze complaint data to identify root causes, trends, and opportunities for process improvement.
• Lead governance, audit readiness, and compliance efforts across Customer Success operations.
• Prepare and present complaint, risk, and compliance reports to senior management.
• Manage, coach, and develop the Complaints and Regulatory Issues team.
• Partner with Compliance, Legal, Risk, Audit, Operations, and other units to drive issue resolution and preventive actions.

Skills

People leadership

Regulatory knowledge

Complaints management

Regulatory reporting

Process improvement

Analytical thinking

Stakeholder management

Communication

Education

Bachelor's degree in Business Administration, Finance, Law, or a related field

Job description

We are seeking a Complaints Manager to lead and strengthen our end-to-end complaints management framework. This role is responsible for overseeing customer complaints across all channels, including Level 1 support, BSP-referred cases, and executive escalations, while ensuring regulatory compliance, audit readiness, and continuous process improvement.

The ideal candidate is a strong people leader with experience in complaints management, regulatory handling, governance, and stakeholder collaboration within the financial services industry.

What You'll Do

• Own and continuously improve the company's end-to-end complaints management framework.
• Oversee BSP-referred complaints and regulatory cases, ensuring timely and compliant resolution.
• Analyze complaint data to identify root causes, trends, and opportunities for process improvement.
• Lead governance, audit readiness, and compliance efforts across Customer Success operations.
• Prepare and present complaint, risk, and compliance reports to senior management.
• Manage, coach, and develop the Complaints and Regulatory Issues team.
• Partner with Compliance, Legal, Risk, Audit, Operations, and other business units to drive issue resolution and preventive actions.

What We're Looking For

• Bachelor's degree in Business Administration, Finance, Law, or a related field.
• At least 5 years of experience in financial services, preferably in complaints management, escalations, regulatory complaints, or customer dispute resolution.
• Proven people leadership experience.
• Strong knowledge of BSP regulations, consumer protection standards, and regulatory reporting requirements.
• Experience designing or improving complaints and escalation management processes.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent written and verbal communication skills.

Success in This Role

• Regulatory complaints are resolved within prescribed turnaround times.
• Complaint trends and root causes are translated into actionable business improvements.
• Audit and compliance requirements are consistently met.
• Recurring complaints are reduced through effective process enhancements.
• A high-performing team delivers quality outcomes and exceptional customer experience.