Head for Complaints Governance - Commercial Banking

Manila Permanent PHP200,000 - PHP250,000 per month (PHP2,400,000 - PHP3,000,000 per year) Work from Home or Hybrid
  • Join one of the fastest-growing banks in the country today
  • Caters to the financial needs of multiple customers/businesses

About Our Client

One of the fastest-growing banks in the country today. It caters to the financial needs of consumers, middle market corporates, and the mass affluent. Through its vast network of stores nationwide, it offers a wide range of banking products and services, as well as allied financial services: non-life insurance brokerage, bancassurance, and leasing.

Job Description

▪ The Head of Complaints Governance will be strategically responsible for the management of all stages of bank wide complaints process across the bank, ensuring that the regulatory & organizational requirements are met. He will ensure a robust system for managing complaints & that feedback & data is shared with the executive leadership / Board on a regular basis for the purpose of monitoring bank's performance on complaints management.
▪ He/She will provides data, presentations & strategic improvement plans to the executive leadership team to ensure a cycle of continuous improvement in addressing customer pain points, and a comprehensive capture of data around it for top management guidance. In addition, he will handle/liaise with regulators & auditors on the bank wide complaints framework & process.
▪ He/She will head a team that will gather, consolidate, analyze complaint cases and trends and support efforts to continuously enhance the complaints management process of the bank.

The Successful Applicant

Educational Requirement
▪ Graduate of 4 year course

Relevant Work Experience
▪ 10 years+ years in all facets of the banking service environment, products, processes, systems, including experience on customer complaints process & the impact of regulation to customer service

Personal Characteristics and Behaviors
1. Ability to analyze trends & interpret data in relation to complaints either individually or collectively, & liaise as appropriate with relevant groups/managers about findings
2. Ability to determine how individual complaints should be handled, based on an assessment of the potential risks involved
3. Ability to design and execute customer surveys related to complaints as may be required

What's on Offer

  • Competitive salary + package
  • Hybrid work set-up
  • Career growth

Monica Basco
Quote job ref
Phone number
+63 91 7700 6315

Job summary

Banking & Financial Services
Sub Sector
Operations / Middle Office - Banking / Securities
What is your area of specialisation?
Financial Services
Job Type
Consultant name
Monica Basco
Consultant contact
+63 91 7700 6315
Job Reference
Work from Home
Work from Home or Hybrid

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.