Head for Complaints Governance

2 weeks ago


Manila, National Capital Region, Philippines MICHAEL PAGE INTERNATIONAL RECRUITMENT (PHILIPPINES) INC. Full time
  • Join a rapidly expanding bank in the country today
  • Serves the financial needs of various customers/businesses
About Our Client

Be part of a swiftly growing bank in the country today, which caters to the financial requirements of individuals, middle market corporates, and the mass affluent. With a widespread network of branches nationwide, it provides a broad spectrum of banking products and services, along with additional financial services such as non-life insurance brokerage, bancassurance, and leasing.

Job Description

The Head of Complaints Governance will have strategic responsibility for overseeing all aspects of the bank-wide complaints process, ensuring compliance with regulatory and organizational standards. They will establish a strong system for handling complaints, share feedback and data regularly with the executive leadership and Board to monitor the bank's performance in managing complaints.
The incumbent will offer data, presentations, and strategic enhancement plans to the executive leadership team, aiming for continuous improvement in addressing customer concerns and ensuring comprehensive data capture for management guidance. Moreover, they will engage with regulators and auditors regarding the bank's complaints framework and process.
Leading a team, the role involves collecting, consolidating, analyzing complaint cases and patterns, and supporting ongoing efforts to enhance the bank's complaints management process.

The Successful Applicant

Educational Requirement
• Holds a bachelor's degree

Relevant Work Experience
• Over 10 years in various aspects of the banking service sector, including knowledge of products, processes, systems, with specific experience in customer complaints handling and understanding the impact of regulations on customer service

Personal Characteristics and Behaviors
1. Capable of analyzing trends and interpreting data related to complaints, collaborating with relevant groups/managers as needed
2. Skilled at assessing and determining appropriate actions for individual complaints based on potential risks
3. Proficient in developing and conducting customer surveys related to complaints, when necessary

What's on Offer
  • Competitive salary and benefits package
  • Hybrid work environment
  • Opportunities for career advancement


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