CX Complaints Oversight Manager at EastWest Bank

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

21 Jul, 26

Salary

0.0

Posted On

22 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Governance, Complaints management, Regulatory compliance, Risk management, Customer protection, Data analysis, Reporting, Audit readiness, Financial consumer protection, Root cause analysis, Stakeholder management

Industry

Banking

Description

About the Job Location: BGC Taguig Corporate Title: Manager to Senior Manager Work Arrangement: Hybrid Our Strategy and Transformation Office is looking for experienced professionals to join us in BGC, Taguig in the role of CX Complaints Oversight Manager. In this role you will be responsible for the governance, monitoring, and analysis of customer complaints across all business units and ensure that the bank's 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. Your dream. Our focus. East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience. We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment. 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. What the role will entail Governance and monitoring the bank's complaints management process to ensure compliance with FCP and BSP standards. Identifying root causes and trends, and work with business units to resolve systemic consumer issues. Prepare and deliver timely, accurate consumer issue reports for senior management, the board, and BSP, ensuring data integrity and consistency. Support the management and resolution of escalated cases, including external complaints, to mitigate reputational, financial, and legal risks. What we're looking for Bachelor's degree in Business Administration, Finance, Legal Management, or related field. Having obtained a master's degree (MBA or Master's in Governance, Risk, and Compliance) is a plus. At least 5 years of experience in regulatory compliance, risk management, or customer protection within banking or financial services. 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.

Responsibilities

The role involves governing and monitoring the bank's complaints management process to ensure compliance with regulatory standards. You will also identify root causes of consumer issues and prepare reports for senior management and regulatory bodies.