Regulatory Complaints & Resolution Champion

FWD Group Management Holdings Limited; Taguig; Hybrid; PHP 180,000 - 240,000; Full time

Job summary

FWD Life Philippines seeks an experienced Customer Complaints and Resolutions Manager to oversee end-to-end complaint handling, including regulatory escalations, across branches and channels. The role ensures fair, timely resolutions while upholding regulatory compliance and protecting the company’s reputation.

Responsibilities include governance oversight, data-driven improvement, and collaboration with Operations, Legal, Compliance, and Distribution to drive service recovery excellence.

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 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.
• Lead collaboration with Operations, Claims, Compliance, Legal, Distribution to resolve complaints effectively.
• Provide guidance on complaint handling standards and regulatory expectations to stakeholders.
• Translate insights into actionable recommendations by analyzing complaint trends and risks.

Skills

Customer service leadership

Regulatory experience

Data analysis

Stakeholder management

Complaint handling

Education

Bachelor’s degree in Business, Finance, Legal Management, or related field

Job description

FWD Life Philippines seeks an experienced Customer Complaints and Resolutions Manager to oversee end-to-end complaint handling, including regulatory escalations, across branches and channels. The role ensures fair, timely resolutions while upholding regulatory compliance and protecting the company’s reputation.

Responsibilities include governance oversight, data-driven improvement, and collaboration with Operations, Legal, Compliance, and Distribution to drive service recovery excellence.