Customer Governance is primarily responsible for implementing and monitoring the BSP mandate on the Financial Consumer Protection Act RA 11765, particularly regarding consumer assistance processes. They are also accountable for timely coordination with various concerned units in developing guidelines and pertinent mechanisms for immediate resolution and prevention or addressing recurring concerns and complaints.
RESPONSIBILITIES:
- Collaborate with the various concerned units in the review and updating of customer assistance process/policies, guidelines and pertinent mechanisms to address the consumer protection standards of conduct and ensures conformity.
- Works with the different business unit in providing guidance on customer protection program awareness / education, provide inputs in the documents / materials that will be presented to the customers and/or available through the Bank's digital channels
- Prepares reports and insights to the senior management and the BSFI's Consolidated Complaints Report (BCCR) received for the Enterprise from various concerned units and monitors the committed resolutions and improvements
- Manages the complaints data management and reviews customer protection-related reports for internal / external reporting
- Analyzes consumer protection-related concerns and identifies recurring problems or weaknesses and recommends improvements, corrective actions or policy changes where appropriate, to ensure that these are addressed in a timely manner
- Handles the internal and external reporting requirements on complaints received and other customer protection-related reports
- Prepares Financial Consumer Protection Trainings in collaboration with HR Learning and Development
QUALIFICATIONS:
- Bachelor's Degree in Business or related field.
- Minimum of 3 years in a managerial position.
- Proficiency in customer management, handling customer complaints, customer care, marketing, and consumer studies.
