Senior Manager, Customer Care

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

FIND YOUR 'BETTER' AT AIA We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we’d love to hear from you.

About the Role

This role will oversee the end-to-end complaints management process, ensuring timely and effective resolution of customer complaints while maintaining compliance with regulatory standards and enhancing customer satisfaction. This leadership role requires strategic vision, operational excellence, and a commitment to driving a customer‑centric culture within the organization.

1. Strategic Leadership

• Develop and execute the overall strategy for complaints management aligned with organizational goals and customer service standards.
• Foster a customer‑first culture by setting the vision, mission, and values for the complaints management team.
• Collaborate with senior leadership to align complaints management initiatives with broader business objectives.

2. Complaints Handling and Resolution

• Oversee the end‑to‑end complaints lifecycle, ensuring timely acknowledgment, investigation, resolution, and communication.
• Define and refine complaints handling policies, processes, and workflows to drive efficiency and consistency.
• Act as an escalation point for complex and specialized complaints ensuring satisfactory outcomes for both customers and the organization.
• Recommend complaints resolution, depending on the nature to Operations Committee and Senior Leadership team.

3. Regulatory Compliance and Risk Management

• Ensure all complaints handling activities comply with local and international regulatory requirements and standards.
• Collaborate with Risk and Compliance teams to monitor, report, and address potential risks related to complaints.
• Lead audits and reviews of complaints management processes, ensuring accountability and transparency.

4. Performance Monitoring and Reporting

• Define key performance indicators (KPIs) and service level agreements (SLAs) for the Customer Care Team.
• Monitor and analyze complaints data to identify trends, root causes, and areas for improvement.
• Prepare and present comprehensive complaints reports to senior leadership and regulatory bodies as required.

5. Customer Experience Enhancement

• Use insights from complaints data to recommend and implement improvements in products, services, and customer experience.
• Collaborate with cross‑functional teams to address systemic issues and prevent recurring complaints.
• Ensure consistent and empathetic communication with customers throughout the complaints process.

6. Team Leadership and Development

• Lead, mentor, and manage the Customer Care Team, fostering a high‑performing and motivated environment.
• Recruit (as needed), train, and develop team members to enhance skills and competencies.
• Conduct regular performance reviews, providing feedback and support to team members.

7. Technology and Process Improvement

• Leverage technology to streamline complaints handling processes (e.g., CRM systems, case management tools).
• Ensure robust documentation and knowledge management practices within the Customer Care Team.

8. Stakeholder Engagement

• Act as the primary liaison between the Customer Care Team and internal/external stakeholders, including regulatory bodies, legal teams, and business partners.
• Collaborate with relevant teams to align complaints management practices and ensure consistent handling.

Key Success Metrics

Operational Performance

• Percentage of complaints resolved within SLA.
• Average resolution time for complaints.
• Volume of complaints successfully closed on first contact (First Contact Resolution - FCR).

Customer Satisfaction

• Reduction in repeat complaints or escalations.

Regulatory Compliance

• Zero penalties or regulatory breaches related to complaints handling.
• Timely and accurate reporting to regulatory bodies.

Team Metrics

• Team engagement score.

Strategic Impact

• Implementation of systemic improvements based on complaints insights.
• Reduction in complaints volume driven by preventive measures.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

"Better" starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.