The purpose of this role is primarily responsible in the management of reinsurance payable as well as the preparation of various regulatory reports of the company.
JOB DESCRIPTION:
Ensure timely and accurate payment of both facultative and treaty reinsurance payable of the companyEnsure timely and accurate preparation of regulatory reports to IC, BSP and SEC.Ensure timely and accurate preparation of investments reports for various stakeholders.Timely response to queries related to general and reinsurance accounting.Timely response to the queries of regulatory bodies such as IC, BSP and SEC.Ensure compliance with the Company’s policies as well as Department’s regulations and guidelines.Ensure all treaty statements are prepared based on treaty arrangement and rendered timely and accurately to various reinsurance counterparties.Ensure all facultative payments are based on company’s booking, comply with the applicable taxes and paid on or before expiration of premium payment warranty.Ensure all regulatory reports comply with the requirements of each regulatory bodies.Ensure investment reports comply with the required accounting standards.
QUALIFICATIONS:
Should be a Certified Public Accountant (CPA)With 3-5 years experience in an officer/senior staff role related to General Accounting and/or Reinsurance Accounting.Has in depth knowledge in insurance accounting, IC rules and regulations and tax laws.Has the ability to focus on satisfying internal and external customer needs and with service quality mindset.Coaches to improve performance of the team.Takes and initiates actions to achieve goals beyond what is required. Seeks new ways of doing things.Proactively works with individuals within the group and from other functions or teams to achieve own and group’s goals. Creates effective working relationships.Amenable to work in Makati
Position Summary
The Purpose of the role is to assist in the planning, implementation, and monitoring of policies, programs, and initiatives in line with the quality management system standards.
Key Responsibilities
Financial• Provide input to strategic decisions that affects the budget or finance based on the identified processes with deficiencies that results to financial losses.• Ensure team expenses (GAE and CAPEX) are within the budget.
Customer• Monitor requests such as but not limited to document review, requests, and upload to the QMS SharePoint from various channels.• Assist in planning and implementation of quality policies, programs and initiatives that would further enhance satisfaction of interested parties and to keep up with competitors.• Assist the QMS Head in the evaluation of the complaints reported by the concerned BPI MS units/ teams and monitor the resolution through the complaints reports sent to BE-QMS and by requesting for their corrective actions/ recommendations to avoid or at least minimize complaints.
Internal Process• Coordinate submission of the results of Process and Performance Measures (PPM) and other QMS related reports/records/documents from process owners for the monthly Quality Report by sending them email reminders• Prepare the monthly Quality Report by gathering and summarizing the reports submitted by each process owners to monitor performance versus the target/objectives.• Coordinate evaluation and resolution/ corrective actions on NCR/CA and DNCR findings as applicable, to process owners based on the targets set in the PPMs• Ensure that the latest version of QMS related documents is uploaded to the QMS SharePoint for easy reference of all employees.
Learning & Development / Innovation• Assist in conducting trainings and other initiatives that would stimulate awareness among all employees on the importance of quality management system.• Coordinate development of necessary procedures to concerned departments to address deficiencies in the existing process.
Other duties/ responsibilities that are not related to the Four (4) Dimensions• Conducts Branch Off-Site Review (branch assignment to be advised)• Prepares other reports requested to the team
Must-Have Qualifications• Good set of communication skills• Has problem-solving, critical, and analytical skills• Good Interpersonal Relationship• Customer focus• Knowledge in advance of MS Excel, MS Word, and MS PowerPoint• 1 year experience• Bachelor’s degree
Nice-to-Have Qualifications• Has knowledge of ISO 9001• Keen on details• Analytical and problem-solving skills• Product knowledge• Can work with minimum supervision• Can work under pressure• Can multitask
Position Summary
The Complaints Management Officer (CMO) is responsible for overseeing the end-to-end handling of customer complaints to ensure timely resolution, regulatory compliance, and continuous improvement of service quality. The CMO plays a key role in identifying systemic issues and recommending corrective actions.
Key Results Area
Financial & Market Performance• % of Variance to budget (GAE & CAPEX)o Target: ≤ ±3% variance per quarter; no material overspend at year-endo Measurement: (Actual – Budget)/ Budget• On-time regulatory submissionso Target: 100% on or before due date• Zero-penalty rateo Target: 0 penalties, 0 qualified findings related to complaints reporting
Operational Excellence• RCA coverage & deptho Target: 100% of recurring issues (e.g., ≥5 cases/month on same theme) have documented root cause analysis with corrective/preventive actions• Reporting cadence & utilityo Target: 100% on-time monthly reports to BPI Bancassurance & Customer Experience, with trend analysis and action tracking• CAPA (Corrective & Preventive Actions) closure rateo Target: ≥ 95% closed within agreed timelines• Reduction in repeat complaintso Target: ≥ 20% YoY reduction for top 3 recurring themes• Data privacy incidentso Target: 0 breaches linked to complaints processing
Customer Centricity• SLA compliance rate (per category/severity)o Target: ≥ 98% within SLA; 100% for regulatory SLA cases
Key Responsibilities
FINANCIAL & MARKET PERFORMANCE:• Ensure team expenses (GAE and CAPEX) are within the budget.• Ensure compliance and timely submission of regulatory reports to prevent penalty.
OPERATIONAL EXCELLENCE
• Documentation & Reporting• Maintain accurate and complete records of all complaints and actions taken.• Perform root cause analysis to identify underlying issues and recurring themes.• Prepare periodic reports summarizing volume, trends, root causes, and resolution metrics.• Recommend and document corrective and preventive actions and escalate recurring issues to management.• Prepare and report monthly to BPI Bancassurance and Customer Experience.
A. Quality Assurance & Process Improvement• Analyze complaint trends to identify operational gaps and recommend improvements.• Support the development of policies and procedures to enhance customer satisfaction.• Monitor compliance with internal guidelines and regulatory requirements.
B. Stakeholder Coordination• Participate in cross-functional meetings aimed at improving customer experience.• Serve as a subject matter expert for complaint-handling processes.• Provide guidance to internal teams on proper complaint handling procedures and regulatory expectations.
C. Compliance & Risk Management• Ensure all complaint-handling activities adhere to regulatory guidelines and industry standards.• Maintain confidentiality, data privacy, and ethical handling of customer information.• Assist in audits relating to customer feedback and complaint management.• Identify and escalate conduct risk issues identified through complaint investigations.
D. Root Cause & Business Improvement• Identify systemic issues arising from complaints and recommend corrective actions to prevent recurrence.• Collaborate with business units to implement improvements based on complaint root cause analysis.• Monitor complaint trends to identify emerging conduct or operational risks.
CUSTOMER CENTRICITY• Review the consolidated complaints reported by the concerned BPI MS units/ teams.• Conduct thorough investigations to understand the root cause of issues raised.• Coordinate with relevant departments to ensure timely and effective resolution.• Provide clear, empathetic, and professional communication to customers throughout the process.• Ensure fair and transparent handling of customer complaints in line with consumer protection principles.• Handle escalated complaints, including sensitive or high-impact cases that may involve reputational risk• Ensure all complaints are resolved within established service-level agreements (SLAs).
Must-Have Qualifications
1. Education & Professional Background• Bachelor’s degree in Business Administration, Customer Service, Communications, Law, Social Sciences, or a related field.• 2–5 years of experience in complaints handling, customer service, case management, or regulatory compliance.• Experience working in a structured complaints process, contact center, financial services, healthcare, government agency, utilities, or regulated industry.
2. Technical & Process Skills• Strong knowledge of complaints handling frameworks, escalation workflows, and service recovery principles.• Ability to track, log, and document complaints with accuracy and compliance.• Understanding of data privacy regulations and confidentiality standards.
3. Communication Skills• Excellent written and verbal communication, capable of drafting clear responses to complainants.• Strong active listening skills with the ability to gather all relevant facts.• Ability to manage difficult conversations with professionalism and empathy.
4. Analytical & Problem-Solving• Ability to investigate complaints thoroughly using structured root-cause analysis.• Skilled at identifying recurring issues and recommending solutions or process improvements.
5. Interpersonal & Soft Skills • High emotional intelligence, patience, and diplomacy.• Ability to collaborate with internal teams (e.g., operations, legal, compliance).• Strong time management and ability to handle a high volume of cases under deadlines.
Nice-to-Have Qualifications
1. Certifications• Professional certification in:o Customer Service Managemento Quality Assuranceo Six Sigma (Yellow/Green Belt)o Compliance or Risk Managemento Service Excellence (e.g., WSQ Framework)
2. Industry Experience• Experience in highly regulated sectors (financial services, healthcare, insurance, telecommunications, utilities).• Background dealing with regulatory bodies
3. Advanced Skills• Proficiency in preparing reports, dashboards, and trend analysis using Excel or analytics tools.• Experience with complaint reduction initiatives or process improvement projects.• Knowledge of customer experience (CX) frameworks such as Net Promoter Score (NPS) or Voice of Customer (VoC).
4. Language Abilities• Multilingual skills, especially in environments with diverse customers.
5. Technical Tools• Familiarity with workflow automation, ticketing systems, and quality monitoring tools.• Skilled in using CRM systems (e.g., Salesforce, Zendesk, ServiceNow) or case-management tools.
POSITION SUMMARY:
The purpose of this role is primarily responsible in the management of reinsurance payable as well as the preparation of various regulatory reports of the company.
KEY RESPONSIBILITIES:
Ensure timely and accurate payment of both facultative and treaty reinsurance payable of the companyEnsure timely and accurate preparation of regulatory reports to IC, BSP and SEC.Ensure timely and accurate preparation of investments reports for various stakeholders.Timely response to queries related to general and reinsurance accounting.Timely response to the queries of regulatory bodies such as IC, BSP and SEC.Ensure compliance with the Company’s policies as well as Department’s regulations and guidelines.Ensure all treaty statements are prepared based on treaty arrangement and rendered timely and accurately to various reinsurance counterparties.Ensure all facultative payments are based on company’s booking, comply with the applicable taxes and paid on or before expiration of premium payment warranty.Ensure all regulatory reports comply with the requirements of each regulatory bodies.Ensure investment reports comply with the required accounting standards.
QUALIFICATIONS:
Should be a Certified Public Accountant (CPA)With 3-5 years experience in an officer/senior staff role related to General Accounting and/or Reinsurance Accounting.Has in depth knowledge in insurance accounting, IC rules and regulations and tax laws.Has the ability to focus on satisfying internal and external customer needs and with service quality mindset.Coaches to improve performance of the team.Takes and initiates actions to achieve goals beyond what is required. Seeks new ways of doing things.Proactively works with individuals within the group and from other functions or teams to achieve own and group’s goals. Creates effective working relationships.Amenable to work in Makati
