Head of Complaints Management & Customer Experience

aia; Taguig; On-site; PHP 2,000,000 - 3,500,000; Full time

Job summary

AIA invites applications for a senior leader to oversee the end-to-end complaints management process in the Philippines. You will drive timely resolution, regulatory compliance, and a customer-centric culture across the organization.

This role requires strategic vision, operational excellence, and the ability to partner with Risk, Compliance, and senior leadership to reduce complaints and improve customer experience.

Qualifications

• Experience in complaints management or customer care leadership.
• Strong knowledge of regulatory requirements and risk management.
• Strategic leadership with ability to drive process improvements.

Responsibilities

• Oversee end-to-end complaints lifecycle from acknowledgement to resolution.
• Define and refine complaints handling policies, processes, and workflows for consistency.
• Escalate complex cases to Operations Committee and Senior Leadership.
• Lead audits and regulatory compliance reviews of complaints management.
• Monitor KPIs and SLAs; present reports to senior leadership and regulators.
• Collaborate with Risk, Compliance, and cross-functional teams to prevent issues.

Job description

AIA invites applications for a senior leader to oversee the end-to-end complaints management process in the Philippines. You will drive timely resolution, regulatory compliance, and a customer-centric culture across the organization.

This role requires strategic vision, operational excellence, and the ability to partner with Risk, Compliance, and senior leadership to reduce complaints and improve customer experience.