The posting
Work Setup: Temporary Hybrid Set-up (Once a week onsite) | BGC Taguig
Start Date: ASAP
The Senior Customer Relations Analyst is responsible for end-to-end handling and quality assurance of complex customer relations cases for the FR Market, including escalations with legal, regulatory, and reputational risk. The role ensures that case assessment, documentation, response language, and decisioning meet internal standards for accuracy, defensibility, and readiness prior to customer release, external submission (where applicable), or case closure. The position partners cross-functionally with Legal, Compliance, Risk, Privacy/Security, Reputation/Comms, Product, Quality, and Frontline teams to enable timely resolution, consistent complaint handling, and continuous improvement across the FR customer base.
Qualifications:
- Quality mindset: high attention to detail, consistency, and documentation discipline.
- Risk judgement: able to assess regulatory/legal/reputational exposure and apply escalation thresholds.
- Defensibility: able to build clear timelines, evidence trails, and decision rationales suitable for audit and potential litigation.
- Communication: precise writing, confident verbal alignment with senior stakeholders, and ability to deliver constructive feedback.
- Operational rigor: able to manage multiple cases, deadlines, and dependencies while maintaining QC standards.
- Experience operating in regulated or regulator-exposed environments (e.g., financial services, consumer protection, reputation-sensitive industries).
- Strong risk assessment and decision-making capability in ambiguous, fast-moving scenarios.
- Ability to structure unstructured information and produce defensible documentation.
- Advanced analytical skills with the ability to identify patterns, trends, and systemic issues from large datasets.
- Clear, concise written and verbal communication suitable for Legal, Compliance, and senior leadership audiences.
- Demonstrates discretion, resilience, and professionalism when managing sensitive or reputationally impactful incidents.
- Experience with case management, CRM, social listening, or incident tracking tools.
- Strong documentation discipline and comfort producing audit-ready records and reports.
- Proficiency in Excel, data analysis, and reporting for trend and insight generation.
- Good command of the English and French languages
- Strong people management and coaching abilities
- Conflict resolution and critical thinking skills
- Excellent analytical skills and presentation of information including recommendations
- Strong people skills
- Confident in discussing results with peers & management of all levels
- Capable of presenting risks and opportunities
- Advanced level in Excel, data collation, manipulation, and reporting
- Bachelor's degree or equivalent professional experience in Law (as a paralegal, lawyer, legal analyst, compliance officer), Social Sciences, Political Science or equivalent.
Duties and Responsibilities:
- Own the end-to-end investigation and resolution of complex complaints and escalations (including high-risk, repeat, and time-critical cases) from intake to closure, ensuring fair outcomes and strong customer experience.
- Perform quality checks on authority/regulatory/legal threat and other high-risk cases to confirm completeness, accuracy, consistency, and defensibility prior to customer release, external submission, or case closure.
- Validate case classification and routing for the FR Market (e.g., authority/regulator complaint, legal threat, reputational event) and confirm that the correct workflow, timelines, approvals, and escalation pathways have been followed.
- Review, refine, and attest draft responses and supporting documentation packs (including official correspondence) to ensure clear positioning, appropriate tone, and alignment to the approved facts and case record.
- Ensure evidence, decision rationale, and file notes are documented to a standard suitable for audit, litigation readiness, and regulatory review.
- Track SLA adherence for assigned escalations; identify service failures or risk triggers early and drive timely corrective actions with stakeholders.
- Liaise proactively with internal departments (e.g., Legal, Compliance/Risk, Privacy/Security, Reputation, Product, Quality, Frontline/Operations) to gather inputs, align decisions, and unblock resolution.
- Provide structured case updates to stakeholders for priority matters, including risks, required actions, and next steps.
- Identify complaint themes, root causes, customer pain points, and cultural disconnects; translate insights into recommendations for process, policy, tooling, or product improvements to reduce repeat contacts.
- Support calibration and consistency by sharing learnings from complex cases (e.g., best-practice response language, regulatory expectations, and documentation standards) with relevant teams.
- Contribute to maintenance of Customer Services policies, procedures, and templates by proposing improvements based on case learnings and quality findings.
- Maintain up-to-date knowledge of products, services, and complaint-handling standards and ensure work remains compliant with applicable regulations and internal policies.
- Perform other related duties as assigned that support safe, compliant, and efficient case handling.
- Perform quality checks on all authority/regulatory/legal threat cases to confirm completeness, accuracy, consistency, and defensibility prior to external submission, customer release, or case closure.
- Validate case classification (authority request, regulator complaint, legal threat, reputational event)
- Verify that the correct workflow, timelines, approvals follow escalation pathway for relevant case type.
- Review and correct drafts of courriers officials and other official correspondence, including responses and supporting packs for DGCCRF (including SignalConso) and consumer bodies (e.g., UFC-Que Choisir), ensuring clear positioning, appropriate tone, and alignment to the case record and approved facts.
- Ensure every case includes an audit-ready record: chronology/timeline, decision rationale, relevant policies/SOP references, evidence artifacts, and sign-offs in the approved case management tools.
- Identify legal, regulatory, privacy, and reputational risk red flags (e.g., allegations of unfair treatment, data misuse, fraud, discrimination, harassment, threats, media exposure) and escalate to
- Legal/Compliance/Privacy/Security as required. Maintain and continuously improve quality control checklists, templates, and playbooks for authority/regulatory/legal threat case handling (including minimum documentation standards and approved response language).
- Run case sampling and calibration with operations, QA, and stakeholder teams; provide clear written feedback, coaching notes, and corrective actions to improve decision quality and consistency.
- Track and manage SLA/turnaround expectations for authority and regulator responses; monitor aging items, follow-ups, and dependencies to reduce missed deadlines and rework.
- Conduct periodic trend reviews and root cause analysis of authority/regulatory/legal threat cases to identify control gaps, recurring defects, and process improvements; partner with stakeholders to drive remediation.
- Ensure adherence to confidentiality, legal privilege protocols (where applicable), and data protection requirements when sharing information internally or with external authorities.
- Produce quality control and risk insights reporting (e.g., defect types, rework drivers, SLA performance, recurring themes) and escalate systemic concerns to management with actionable recommendations.
- Document incidents promptly and accurately in approved case management and reporting tools, in line with internal policy and audit expectations.
- Coordinate with Legal, Compliance, Reputation, Product, Security, and Customer Relations Escalation Management teams to align resolution strategies and response positioning.
- Apply regulatory standards and conduct risk awareness when managing incidents that may escalate formal complaints, legal action, or regulatory escalation.
- Support regulatory-ready documentation including clear timelines, decision rationales, and evidence gathering.
- Contribute to root-cause analysis and post-incident reviews for material or repeat risk events.
- Produced structured reporting and insights on incident volumes, severity, trends, and emerging risks for senior stakeholders.
- Translate data into diagnostic and prescriptive insights that inform process improvements, policy updates, training needs, or product changes.
- Identify gaps in processes, tools, systems, data governance, or knowledge management and recommend remediation actions and system fix.
- Support the development, maintenance, and adherence to SOPs, escalation playbooks, naming conventions, and response guidelines.
- Provide guidance and informal coaching to analysts and frontline teams to improve judgement quality, escalation accuracy, and consistency.
- Analyze trends from escalations and initiate structured reviews when needed to prevent repeat issues and improve processes or tooling.
- Share recurring customer feedback, pain points, or feature suggestions that could improve the user experience or reduce contact drivers.
- Proactively communicates to all impacted departments when high escalations occur that can have wider business impacts and manage with immediate care.
- Function as a point of escalation for complex or high-risk complaints, ensuring timely and effective resolution.
- Monitor team performance and conduct regular 1:1s, feedback sessions, and performance reviews.
- Analyze complaint trends and root causes to identify opportunities for process and service improvement.
- Collaborate with Frontline, Quality Assurance, Compliance, and Customer Experience teams to ensure consistent complaint handling practices.
- Prepare reports and performance summaries for stakeholders.
- Log complaints and manage in line with company policy and relevant legislation.
- Run training and consolidated learning sessions to ensure continued service excellence delivery.
- Identify and report recurring issues, customer pain points and cultural disconnects to Team Leader, Manager, Quality Team, and Product Team contributing to continuous improvement of our support strategy.
- Work with Learning & Development, Quality, Legal, Reputation Product and Leadership on case reviews and resolution strategies. Suggest improvements to procedures, documentation, or training materials.
- Provide feedback to front-line team and assist in mentoring difficult scenarios.
- Support your peers when off-site (holidays, sickness etc.) in all markets managed within your team.
- Acts as a shared owner of Customer Services policies and informs staff of any changes to procedures, systems, or products on time and that performance complies with any regulations in force.
- To take corrective and/or disciplinary action to deal with misconduct in line with company policy.
- Deliver any other tasks or duties as they may be set from time to time.
- Motivate the team to achieve daily targets whilst ensuring quality standards and demonstrates company values.
- Schedule, conduct and report on monthly team briefings, establishing appropriate action points and objectives, as necessary.
- Remains professional always, setting the standard for your team and department.
