Customer Complaints Management Director

MAIN PURPOSE OF THE JOB:The Customer Complaints Management Director is responsible for overseeing the end-to-end process of customer complaint resolution, ensuring a seamless customer-centric experience. This role involves developing and implementing complaint-handling strategies, improving communication frameworks, and optimizing processes to enhance customer satisfaction and brand reputation. KEY ACCOUNTABILITIES:Customer Complaint Resolution & Handling

• Oversee the complaint resolution process, ensuring fair, timely, and effective responses.
• Implement and monitor service level agreements (SLAs) to ensure complaint resolution meets defined standards.
• Develop strategies for managing complex or escalated complaints, balancing customer satisfaction with business priorities.
• Ensure all complaints are documented, categorized, and analyzed for trends and root causes.

Customer-Centric Communications

• Develop and enforce best practices for complaint communication, ensuring responses are empathetic, transparent, and solution-oriented.
• Establish training programs for staff to handle complaints professionally and effectively.
• Oversee different complaint platforms (phone, email, social media, etc.) and ensure consistency in messaging.
• Act as a senior point of contact for high-profile customer complaints and disputes.

Process Improvement & Optimization

• Identify pain points in the complaint resolution process and implement continuous improvement initiatives.
• Work with cross-functional teams to address systematic issues that lead to complaints.
• Implement technology-driven solutions to enhance complaint tracing and resolution.
• Develop KPIs and dashboards to monitor complaint resolution performance and drive efficiency.

Compliance & Risk Mitigation

• Ensure compliance with industry regulations regarding issue resolution and complaint handling.
• Work closely with the legal and compliance team to mitigate risks associated with unresolved complaints.
• Develop contingency plans for crisis situations, including handling negative PR from customer complaints.

Reporting & Insights

• Provide regular reports to senior leadership on complaint trends, resolution rates, and customer satisfaction metrics.
• Use customer feedback and complaints data to inform product and service improvements.
• Drive initiatives that will transform complaints into opportunities for positive customer engagement and loyalty.

EXPERIENCE AND QUALIFICATIONS:Education and Experience

• Bachelor's degree in Marketing, Business, Communications, or other related field.
• 8 years of experience in customer service, case management, or dispute resolution, with at least 5 years in a leadership role.
• Relevant industry experience from Financial Services & Banking, Retail & eCommerce, Healthcare and Pharmaceuticals, Telecommunications & Technology.
• Experience with root cause analysis methodologies and tools (e.g., Fishbone, 5 Whys, Pareto Analysis).

Skills and Competencies

• Strong knowledge of case management processes, CRM systems, and customer service technologies.
• Strong analytical and problem-solving skills with a focus on root cause identification and resolution.
• Excellent communication, conflict resolution, and crisis management abilities.
• Familiarity with customer experience metrics such as NPS, CSAT, and sentiment analysis.
• Proficiency in customer service tools, CRM platforms, and analytics software.
• Data-driven mindset with experience analyzing trends and making strategic directions.

About AXAA global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.

About the EntityEstablished in 1999, AXA Philippines is one of the largest and fastest-growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.

AXA Philippines is one of the first to introduce bancassurance operations in the country and is among the pioneers in the investment-linked insurance sector. AXA now offers a complete range of products for all its customers' insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.

AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches and 700 financial executives in over 900 Metrobank and PSBank branches nationwide.

Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents. AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.

The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed

Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.

What We OfferPlease visit for more information.