Customer Complaints & Resolution Manager

fwd; Taguig; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

FWD Life Philippines is seeking a Customer Complaints and Resolutions Manager to oversee end-to-end management of customer complaints across channels, including regulatory escalations. You will lead cross-functional teams to ensure timely, fair resolutions and strong service recovery while maintaining audit-ready records.

The role requires 5–10 years in customer service or quality management within insurance, with 3–5 years in a managerial capacity and deep knowledge of insurance products and

Qualifications

• Bachelor's degree in a related field.
• 5-10 years progressive experience in customer service, contact center operations or quality management.
• 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 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.
• 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.
• 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.
• Lead the collaboration with cross-functional teams 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.
• Provide strategic oversight on complaint trends, root causes, and risk areas, translating insights into actionable recommendations.
• Drive 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.
• 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.

Skills

Regulatory knowledge

Customer service

Complaint handling

Insurance operations

Education

Bachelor's degree in Business

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

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.

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

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

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

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

Data Analysis and Continuous Improvement

• Provide strategic oversight on complaint trends, root causes, and risk areas, translating insights into actionable recommendations
• Drive 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

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

Privacy Notice

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.

FWD has partnered with Talocity Instasolutions Private Limited ("Talocity") to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality