Customer Complaints And Resolution Manager

FWD Insurance; Taguig; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

FWD Life Philippines, a leading life insurance provider, seeks a Customer Complaints & Resolutions Manager to oversee the end-to-end handling of customer complaints across channels and ensure regulatory compliance. The role focuses on fair resolutions, service recovery, and governance across Operations, Claims, Compliance, and Legal.

The candidate should have 5–10 years in customer service and quality management within financial services, with 3–5 years in people management and proven experience

Qualifications

• Bachelor’s degree in Business, Finance, Legal Management, or related field.
• 5-10 years progressive experience in customer service, contact center operations or quality management within insurance, healthcare or financial services.
• 3-5 years in a managerial role / people management capacity.
• Proven experience handling regulatory complaints (e.g., Insurance Commission cases).
• Strong knowledge of VUL and traditional insurance products.
• Solid understanding of insurance operations, customer lifecycle, and regulatory frameworks.

Responsibilities

• Own and deliver end-to-end service performance across branches, voice, and non-voice servicing channels.
• Oversee end-to-end handling of customer complaints, ensuring timely and effective resolution.
• Manage complex and escalated cases, including those filed with the Insurance Commission and other regulators.
• Ensure resolutions are fair, consistent, and aligned with policies and customer-centric principles.
• Coordinate regulatory complaints and ensure compliance with timelines and reporting standards.
• Provide guidance to internal stakeholders on complaint handling standards and regulatory expectations.

Skills

Customer service

Contact center

Quality management

Regulatory complaints

Insurance operations

Education

Bachelor's degree in Business/Finance/Legal Management

Job description

Job Description:

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves over 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com

About FWD Life Philippines

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visit fwd.com.ph.

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

The Customer Complaints and Resolutions Manager is responsible for overseeing the end-to-end management of customer complaints, including cases escalated to regulatory bodies such as the Insurance Commission.

The role ensures timely, fair, and consistent resolution of customer concerns while upholding regulatory compliance, protecting the company’s reputation, and driving service recovery excellence.

1. Complaints Management & Resolution

• Own and delivery end-to-end service performance across branches, voice, and non-voice servicing channels
• Oversee the end-to-end handling of customer complaints across all channels, ensuring timely and effective resolution
• Manage complex and escalated cases, including those filed with the Insurance Commission and other regulatory bodies
• Ensure resolutions are fair, consistent, and aligned with company policies and customer-centric principles

2. Regulatory & Governance Oversight

• Serve as the primary point of coordination for regulatory complaints (e.g., Insurance Commission cases)
• Ensure full compliance with regulatory requirements, timelines, and reporting standards
• Maintain accurate documentation and audit-ready records of all complaint cases

3. Service Recovery & Customer Advocacy

• Drive strong service recovery practices to restore customer trust and satisfaction
• Act as the voice of the customer, ensuring concerns are escalated and addressed appropriately
• Identify opportunities to enhance customer experience and prevent recurring issues

4. Stakeholder Management

• Lead the collaboration with cross-functional teams (Operations, Claims, Compliance, Legal, Distribution) to resolve complaints effectively
• Provide guidance to internal stakeholders on complaint handling standards and regulatory expectations
• Engage with regulators professionally and ensure timely responses to inquiries and case requirements

5. Data Analysis and Continuous Improvement

• Provide strategic oversight on complaint trends, root causes, and risk areas, translating insights into actionable recommendationsDrive process improvement initiatives to reduce complaints and enhance service quality
• Review and validate insights and reports, ensuring key risks, trends, and actions are clearly communicated to leadership

6. Team Capability Building & Support

• Partner with the Feedback Management Senior Specialist to guide and enable Contact Center and Branch Operations teams on effective customer complaints handling practices
• Establish and align clear KPIs and SLAs for complaint resolution across teams
• Foster a culture of accountability, quality, and strong customer focus through continuous coaching and capability-building initiatives

Job Requirements:

• Bachelor’s degree in Business, Finance, Legal Management, or related field
• 5-10 years progressive experience in customer service, contact center operations or quality management within insurance, healthcare or financial services
• 3-5 years in a managerial role / people management capacity
• Proven experience handling regulatory complaints (e.g., Insurance Commission cases)
• Strong knowledge of VUL and traditional insurance products
• Solid understanding of insurance operations, customer lifecycle, and regulatory frameworks

Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.