Senior Customer Complaints & Resolution Leader

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

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