Complaints Resolution & Business Continuity Lead

Maya; Manila; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Maya is seeking a Complaints Resolution and Business Continuity Manager to strengthen our end-to-end complaints framework across all channels, including BSP-referred cases and executive escalations. The role emphasizes regulatory compliance, audit readiness, and process improvement, within a leadership capacity.

The ideal candidate will have strong people leadership and extensive experience in complaints management, governance, and regulatory handling in financial services, collaborating with

Qualifications

• Bachelor’s degree in Business Administration, Finance, Law, or related field.
• Experience in complaints management, escalations, or regulatory complaints.
• Knowledge of BSP regulations and regulatory reporting.
• Experience designing or improving complaints processes.
• Strong analytical, problem-solving, and stakeholder management.
• Proven people leadership experience.

Responsibilities

• Own and improve end-to-end complaints management framework.
• Oversee BSP-referred complaints and regulatory cases.
• Analyze complaint data for root causes and improvements.
• Lead governance, audit readiness, and compliance efforts.
• Prepare and present complaint, risk, and compliance reports.
• Manage and develop the Complaints and Regulatory Issues team.
• Collaborate with Compliance, Legal, Risk and other units to drive resolution.

Skills

People leadership

Complaints handling

Regulatory compliance

Governance

Stakeholder management

Data analysis

Education

Bachelor's degree in business/finance/law

Job description

Maya is seeking a Complaints Resolution and Business Continuity Manager to strengthen our end-to-end complaints framework across all channels, including BSP-referred cases and executive escalations. The role emphasizes regulatory compliance, audit readiness, and process improvement, within a leadership capacity.

The ideal candidate will have strong people leadership and extensive experience in complaints management, governance, and regulatory handling in financial services, collaborating with