CX Complaints Oversight Manager

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.