Senior Manager, Customer Care

AIA Group

Taguig, Philippines
End-to-end complaints management
Regulatory compliance and standards
Customer-centric culture
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

Job Summary

  • 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.
  • Develop and execute the overall strategy for complaints management aligned with organizational goals and customer service standards.
  • Lead, mentor, and manage the Customer Care Team, fostering a high-performing and motivated environment.

Matching Summary

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.

Skills & Requirements

Must-have

  • end-to-end complaints management
  • regulatory compliance and standards
  • customer-centric culture
  • performance monitoring and reporting
  • strategic leadership

Nice-to-have

  • driving a customer-first culture
  • enhancing customer satisfaction
  • leveraging technology for efficiency
  • mentoring and team development

Key Requirements

  • Years of experience in customer care leadership
  • Experience with regulatory requirements
  • Proven track record in complaints resolution

Work Rights

Not specified

Tailored Resume

Cover Letter