Customer Operations Director

Customer Operations Director Location: Philippines - BGC Taguig About FWD Group FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com About FWD Life Philippines FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively. For more information, please visit fwd.com.ph. 1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital 2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent Job Purpose: The Director, Customer Operations is accountable for the end-to-end management and performance of all frontline customer servicing channels within Life Operations, namely Branch Operations, Contact Center (Voice and Non-Voice), and Feedback & Complaints Management. The role balances service excellence, regulatory compliance, operational efficiency, and continuous improvement. The role ensures consistent, timely, compliant, and customer-centric service delivery, while meeting defined service commitments (TAT, FCR, NPS), managing regulatory and reputational risk, and driving operational discipline across customer-facing teams. Success in this role is measured by customer outcomes, service reliability, complaint reduction, regulatory compliance, and stable day-to-day operations, while partnering with Customer Experience, Quality Assurance, IT, and T&O Strategy teams to support continuous improvement and transformation initiatives. Key Responsibilities: 1.Customer Operations Performance & Service Delivery Own and delivery end-to-end service performance across branches, voice,and non-voice servicing channels Ensure consistent achievement of agreed TATs, SLAs, FCR, and CES/NPStargets Drive service recovery and effective resolution of customer pain points Ensure frontline adherence to service commitments, conduct standards, and customer communications guidelines 2. Contact Center & Branch Operations Leadership Provide strategic and operational leadership to Branch Operations and Contact Center (Voice & Non-Voice) teams Own capacity planning, workforce productivity, scheduling, and utilization, ensuring cost-effective service delivery Standardize frontline service processes and operating procedures across allcustomer channels Ensure business continuity, stability, and resilience of customer operations 3. Feedback & Complaints Management Own end-to-end complaints management, including regulatory, escalated, and IC-filed cases Ensure timely, fair, and compliant resolution of complaints in line with regulatory requirements Drive root-cause analysis and collaborate with upstream/downstream teams to reduce repeat complaints Strengthen complaint prevention through insights, service design feedback, and process clarification 4. Continuous Improvement & Digital Enablement Identify opportunities for process simplification, automation, and digital enablement Use data and customer insights to improve efficiency, quality, and customer outcomes Partner with IT and Quality Assurance teams on customer operations enhancements Support, but does not own, enterprise-wide transformation governance and prioritization 5. Governance, Risk & Regulatory Compliance Ensure compliance with Insurance Commission (IC) regulations, internal policies, and customer conduct standards Accountable for customer-operations-related audit findings, regulatory reviews, and corrective actions Maintain strong documentation, reporting, and escalation controls Act as a key liaison for regulators and senior management on customer service and complaint matters 6. People Leadership Lead, coach, and develop managers and team leaders across customer operations Build a customer-centric, accountable, and high-performance culture Drive engagement, capability building, and succession planning Ensure clear role expectations, performance management, and consequence management Education & Certification: Bachelor’s degree required; advanced degree preferred Experience: 10–15+ years of experience in life insurance customer operations, servicing, or contact center leadership Proven experience managing large, multi-channel frontline service teams Strong exposure to regulatory complaints handling, customer conduct, and audit engagements Demonstrated track record of delivering service performance at scale in regulated environments Privacy Notice Your privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice. FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy. When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview.