Customer Complaints Management Director

MAIN PURPOSE OF THE JOB :

The Customer Complaints Management Director is responsible for overseeing 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, 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 anlyzed for trends an root causes.

Customer-Centric Communications

Compliance & Risk Mitigation

EXPERIENCE AND QUALIFICATIONS :

Education and Experience

Skills and Competencies

Your Profile

MAIN PURPOSE OF THE JOB :

The Customer Complaints Management Director is responsible for overseeing 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, optimizing processes to enhance customer satisfaction and brand reputation.

KEY ACCOUNTABILITIES :

Customer Complaint Resolution & Handling

Customer-Centric Communications

Compliance & Risk Mitigation

EXPERIENCE AND QUALIFICATIONS :

Education and Experience

Skills and Competencies

About AXA

A 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 Entity

Established 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 billion in total premium income and 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 Offer