CX Manager

4 weeks ago

Taguig, Philippines EastWest Bank Full time

Taguig, Metro Manila, Philippines Strategy Transformation Office

About the job CX Manager - Consumer Protection Governance

About the Job

Locations: BGC, Taguig

Corporate Title : JO-SM

Work Arrangement: Hybrid

Going Further For You.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

What the role will entail:

  • Supports the Head of Consumer Protection and Complaints Governance in operational activities and other functions related, but not limited to, the bank's compliance to the BSPs Financial Consumer Protection Policy
  • Execute and monitor the bank's consumer protection policies and complaints governance framework
  • Ensure organization-wide FCPA audit readiness; and CX team compliance with the BSP regulations and internal policies
  • Coordinate with compliance officers, and internal and external auditors
  • Maintain accurate documentation for audits and regulatory reporting
  • Work closely with other units to resolve escalation complaints and improve consumer protection strategies
  • Prepare related reports for senior management and regulatory agencies
  • Support CX initiatives in ensuring a cycle of continuous improvement in addressing customer pain points and issues relevant to Consumer Protection
  • Ensure continuous self-development by developing new skills, attending relevant trainings and seminars, and working on identified areas for improvement.

What were looking for :

  • Bachelors degree in Business Management or related field.
  • Experience in Banking or Financial Services is a plus (especially for Credit Cards), but not required
  • Strong foundation in customer service, consumer protection, regulatory compliance, complaints governance, and CX
  • Proficient in Complaints Management Systems and analytics tools
  • Strong understanding of BSP regulations and CX best practices; Good research skills is a must
  • Excellent analytical and problem-solving skills, with a strong ability to use data in decision-making
  • Excellent people and collaboration skills
  • Above average proficiency in creating powerpoint presentations

What you can expect from joining our team

  • Career development and training opportunities
  • Competitive salary package and benefits
  • Performance-based incentives and recognition programs to reward high-performing individuals
  • Opportunity to work with industry experts and be mentored by them
  • Defined career progression paths to guide you in your professional growth
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