CX Complaints Oversight Manager

Locations: BGC, Taguig

Corporate Title: Junior Officer to Senior Manager

Work Arrangement: Hybrid

The Customer Experience Team is looking for experienced professionals to join us in Taguig with the role of Customer Experience Complaints Governance

The CX Complaints Oversight Manager reports directly to the Head of Consumer Protection & Governance.

The Manager for Consumer Complaints Oversight is responsible for the governance, monitoring, and analysis of customer complaints across all business units. This role ensures that the banks complaints handling framework is compliant with BSP and internal standards and that insights from complaints are translated into actionable improvements for customer experience and regulatory compliance.

The manager oversees the integrity and timeliness of complaints data, ensures adherence to prescribed turnaround times, and drives continuous process improvement in how the bank resolves and learns from customer issues. The role also leads the preparation of complaint trend analyses, consumer issue dashboards, and regulatory reports for submission to senior management, the board, and the BSP.

What the role will entail

• Govern and monitor the banks complaints management process to ensure compliance with FCP and BSP standards.
• Conduct regular reviews of complaint handling performance, including root cause analysis, trend identification, and recommendation of process improvements; and
• Partner with business units to ensure effective closure and resolution of systemic consumer issues identified through complaints analysis.
• Prepare and submit accurate and timely consumer-related issue reports to senior management, the board, and the BSP.
• Ensure data integrity, consistency, and accuracy in the complaints management system and related reports.
• Helps in the management and resolution of escalated cases, including those outside of the banks consumer assistance mechanism to mitigate reputational, financial, and legal risks. Performs other duties and responsibilities that maybe assigned from time to time.

What we're looking for

• Bachelors degree in Business Administration, Finance, Legal Management, or related field (required).
• At least 5 years of experience in regulatory compliance, risk management, or customer protection functions within the banking or financial services industry.
• Strong understanding of RA 11765 (Financial Consumer Protection Act), BSP Circular 1160, and other consumer conduct standards.
• Experience in audit readiness, compliance reporting, and complaints governance preferred.

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