Head of Customer Care & Complaints

AIA Shared Services; Manila; On-site; PHP 1,200,000 - 3,000,000; Full time

Job summary

AIA Shared Services in Manila, Philippines seeks a senior leader to head complaints management, ensuring timely resolution, regulatory compliance, and a customer‑centric culture. You will lead end‑to‑end processes, set policies and workflows, drive continuous improvement, and collaborate with risk, legal, and operations to elevate customer experiences.

This role requires strategic vision, operational excellence, and strong people leadership to mentor the Customer Care Team and deliver measurable

Qualifications

• Experience leading complaints management or customer service operations.
• Ability to develop policies and streamline processes.
• Strong understanding of regulatory standards in insurance/financial services.
• Excellent communication and stakeholder management skills.

Responsibilities

• Oversee end-to-end complaints lifecycle from acknowledgment to resolution.
• Define policies, processes, and workflows for efficiency.
• Act as escalation point for complex complaints.
• Prepare reports for senior leadership and regulators.
• Lead and develop the Customer Care Team.

Skills

Strategic leadership

Complaints management

Regulatory compliance

Risk management

Performance tracking

Stakeholder engagement

Team leadership

CRM tools

Tools

CRM systems

Case management tools

Job description

AIA Shared Services in Manila, Philippines seeks a senior leader to head complaints management, ensuring timely resolution, regulatory compliance, and a customer‑centric culture. You will lead end‑to‑end processes, set policies and workflows, drive continuous improvement, and collaborate with risk, legal, and operations to elevate customer experiences.

This role requires strategic vision, operational excellence, and strong people leadership to mentor the Customer Care Team and deliver measurable