The Head of Customer Care plays a pivotal role in the resolution of customer issues, overseeing the department’s efforts to address and resolve customer concerns effectively. This role is not only about managing the resolution process but also about setting high standards and implementing strategies that consistently drive customer satisfaction. The Customer Care Head’s involvement extends beyond addressing complaints—they are instrumental in fostering a proactive, customer-centric culture that ensures issues are resolved quickly, fairly, and in ways that strengthen the company’s relationship with its customers. By creating and maintaining a customer-first mindset, they ensure that each resolution not only resolves the immediate issue but also enhances the overall customer experience and loyalty.

Responsibilities:

• Review and farm out customer feedback that is referred to the department by Senior Management, BSP, Contact Center, and other sources on a daily basis
• Provide assistance to the branches on how to resolve cases that do not fall within the Bank's standard parameters on a daily basis
• Review CCOs' drafts for clarity, coherence, and correctness of feedback or resolution given to customer concerns/cases on a daily basis
• Ensure that referred concerns are provided the appropriate attention
• Refer customer concerns/cases to pertinent units for investigation and/or suggest possible process improvement
• Attend to VVIP/VIP clients (under Preferred/Private Banking segments) whose concerns/cases were referred to the Bank's senior management
• Handles customer complaint resolution, in-calls fulfillment, disposition on reversal requests, and payment arrangements accomplishment
• Manages special fraud handling case monitoring, resolution and documentation.
• Approves recommendation of recovery efforts from complaints and fraud dispute cases.
• Ensures compliance to regulatory and escalated reportorial requirements
• Maintains quality on complaint handling related processes and communications
• Manages and monitors the customer experience to ensure quality improvements to address root causes of incidents, complaints and dissatisfaction
• Consolidates, analyzes and reports statistical data to support recommendations for corrective actions
• Practices proactive look-out for improvement and satisfaction of overall customer experience
• Endorses improvement on complaint handling, regulatory and internal audit compliance

Please refer to job description.