Customer Complaints & Regulatory Resolution Lead

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

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