Regulatory Complaints & Service Recovery Lead

FWD Insurance; Taguig; Sur place; PHP 1 200 000 - 1 800 000; Plein temps

Résumé du poste

FWD Life Philippines seeks a Customer Complaints Manager to oversee end-to-end handling of customer concerns, including regulatory cases. You will drive service recovery, collaborate with Operations, Compliance, Legal and Distribution, and establish KPIs to elevate customer experience.

A strong background in insurance complaints and regulatory requirements is essential. You will lead improvements, ensure audit-ready records, and act as the voice of the customer to protect the company’s

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.

Responsabilités

• Own and deliver end-to-end service performance across branches, voice, and non-voice servicing channels.
• Oversee end-to-end handling of customer complaints across all channels, ensuring timely and effective resolution.
• Manage complex and escalated cases, including those filed with regulatory bodies.
• Ensure resolutions are fair, consistent, and aligned with company policies and customer-centric principles.
• Serve as the primary coordination point for regulatory complaints (e.g., Insurance Commission cases).
• Ensure regulatory compliance, timelines, and reporting standards; maintain audit-ready records.
• Drive strong service recovery practices to restore customer trust and satisfaction.
• Identify opportunities to enhance customer experience and prevent recurring issues.
• Lead cross-functional collaboration to resolve complaints; guide stakeholders on standards and expectations.
• Provide KPI/SLA guidance; promote accountability, quality, and customer focus through coaching.
• Partner with teams to build capability in complaint handling and continuous improvement.

Connaissances

Customer service

Contact center operations

Quality management

People management

Regulatory complaints

Insurance industry knowledge

Formation

Bachelor's degree in Business/Finance/Legal Management or related field

Description du poste

FWD Life Philippines seeks a Customer Complaints Manager to oversee end-to-end handling of customer concerns, including regulatory cases. You will drive service recovery, collaborate with Operations, Compliance, Legal and Distribution, and establish KPIs to elevate customer experience.

A strong background in insurance complaints and regulatory requirements is essential. You will lead improvements, ensure audit-ready records, and act as the voice of the customer to protect the company’s