Complaints and IDR Officer

Join a fast-growing global Insurtech company that empowers small businesses through innovative, customer-focused insurance solutions. Be part of a collaborative team that values excellence, innovation, and delivering exceptional customer experiences.

 The Opportunity

Support the delivery of fair and timely customer outcomes by managing dispute resolution and strengthening compliance across the business. Play a key role in protecting customer trust, ensuring regulatory compliance, and collaborating with internal teams and insurer partners to resolve complex matters.

Why join us?

• Proudly Great Place to Work® certified
• Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
• Grow with stability: 100+ in our 10-Year Club by 2025
• Dynamic talent network: 2,000+ across APAC and beyond
• Competitive compensation with annual reviews
• Comprehensive medical care for you and your family
• Generous paid leave because work-life balance matters
• Level up with LinkedIn Learning and tailored training
• Flexible work setup

Staff Testimonial

“Working for the best client and loving what you do makes everything enjoyable at work.”- Admin Assistant, ASW Philippines.

What You’ll Do

• Manage the end-to-end internal and external dispute resolution process, ensuring fair, compliant, and timely outcomes in line with regulatory requirements and industry standards.
• Investigate customer complaints, conduct root cause analysis, and collaborate with internal teams to implement corrective actions and improve the customer experience.
• Act as the primary escalation point for insurer partners and underwriting agencies, maintaining strong relationships while resolving complex complaint matters.
• Prepare and submit accurate regulatory and insurer complaints reporting, ensuring all reporting obligations are met within required timeframes.
• Monitor changes to complaints and compliance regulations, updating policies, procedures, and controls to maintain ongoing compliance.
• Support compliance monitoring, audits, and control testing to strengthen governance and reduce operational risk.
• Deliver complaints handling training and guidance to operational teams, promoting best practices and regulatory awareness.
• Take ownership of the end-to-end complaints and compliance framework, driving continuous improvement, regulatory compliance, and customer-focused outcomes across the business.

Key Criteria

• Minimum of 3 years' experience in complaints handling, dispute resolution, or compliance within the general insurance or financial services industry.
• Strong working knowledge of RG271, the General Insurance Code of Practice, and AFSL obligations.
• Experience preparing regulatory and insurer complaints reporting, including ASIC IDR data reporting and insurer reporting requirements.
• Confidence using data, technology, and AI tools to support reporting, analysis, and continuous process improvement.
• Excellent analytical skills with strong attention to detail and accuracy.
• Strong written and verbal communication skills with the ability to build effective relationships across stakeholders.
• Proven ability to manage competing priorities, meet deadlines, and work effectively in a fast-paced environment.
• Experience delivering training or coaching to operational teams is desirable.

Work setup:

• Manila (BGC, Taguig): Australian hours (6 am–3 pm PHT) with a full-time work-from-home setup.

#LI-DC1