Customer Service Team Leader | Permanent WFH | Weekends Off

Emapta; Cebu City; Remote; PHP 400,000 - 600,000; Full time

Job summary

Join Emapta as a Customer Service Team Leader, where you'll guide a dynamic team in providing exceptional service within a fast-paced financial environment. This permanent work-from-home role offers competitive pay, career growth opportunities, and the chance to make a real impact on clients' financial journeys through your leadership.

Benefits

Day 1 HMO coverage with free dependent

Competetive Salary Package

Unlimited upskilling through Emapta Academy courses

Free 24/7 access to our office gyms

Exclusive Emapta Lifestyle perks

20 annual leaves

Fun engagement activities

Mentorship and exposure to global leaders

Qualifications

• Minimum of 2 years' experience in a similar role.
• Proficient in English for professional speaking and writing.
• Strong leadership skills with the ability to guide and motivate others.

Responsibilities

• Manage daily workflows and allocate tasks within the team.
• Perform advanced implementation tasks, including setting up new accounts.
• Act as the first point of contact for escalations and complex issue resolution.

Skills

Attention to detail

Communication skills

Leadership skills

Problem-solving

Education

Diploma in Financial Planning

Tools

Microsoft Office

Xplan

Job description

Deliver Precision and Purpose in Wealth Management Operations

Be part of a global movement to modernize and elevate financial services-while staying right where you are. This role connects you with global professionals, meaningful responsibilities, and the power to lead change. Step into a future where your skills have international impact, and your leadership helps define what comes next.

Job Description

Be part of our client's team as a Customer Service Team Leader, where you'll lead and support the Administration Services team, oversee daily workflows, manage advanced implementation tasks, and ensure high standards of client service and operational efficiency are consistently met in a purpose-driven, fast-paced financial services environment.

Job Overview

Employment type: Full-Time
Shift: Day Shift (Monday - Friday | 6:30 AM - 3:30 PM PHT)
Work setup: Permanent Work From Home

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Day shift schedule
• Fixed weekends off
• Prime office location in Cebu (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek
Experience & Education:

• Minimum of 2 years' experience in a financial planning practice or dealer group in a similar role (advantageous)
• Proficient in English for professional speaking and writing
• Diploma or higher qualification in Financial Planning is a plus, but not required

Traits & Skills:

• Strong attention to detail and a commitment to accuracy
• Excellent communication and interpersonal skills
• Self-starter with a results-driven mindset
• Effective team player and collaborator
• Strong leadership skills with the ability to guide and motivate others
• Advanced problem-solving and sound decision-making abilities
• Accountable and committed to team outcomes
• Strong skills in conflict resolution and interpersonal diplomacy
• Capable of managing time and prioritizing multiple tasks efficiently
• Flexible and adaptable to evolving processes and change

Your Daily Tasks

• Manage daily workflows and allocate tasks within the team
• Perform advanced implementation tasks, including:
• Setting up new superannuation, pension, and investment accounts
• Establishing new insurance policies
• Processing rollovers and updates to superannuation and pension accounts
• Handling buy/sells, rebalances, withdrawals, annuities, and SMSF implementation
• Complete implementation checklists and communicate updates to advisers in a timely manner
• Provide guidance and training to new staff members and support their onboarding
• Act as the first point of contact for escalations and complex issue resolution
• Liaise professionally with advisers, clients, providers, and remote team members
• Ensure team adherence to KPIs and quality standards
• Maintain accurate records and data in Xplan
• Use Microsoft Office, Teams, platform portals, and other operational systems

KPIs:

• Begin all tasks within 24 hours of allocation
• Complete and send implementation checklists to advisers within 48 hours of task receipt
• Consistently meet team performance metrics and quality standards

Performance Reviews:

• Undergo formal quarterly performance reviews focused on individual results, leadership effectiveness, and team outcomes

Supervision Responsibilities:

• Initially supervise one team member, with potential to expand the team
• Provide mentoring and advanced training support beyond standard onboarding
• Collaborate with staff across multiple locations, including Melbourne
• Work closely with the Head of Shared Services to enhance team performance, processes, and procedures

About the Client: Powering a Brighter Financial Future

Our client is a purpose-driven financial services group revolutionizing wealth management, fintech, and financial planning across Australia. With a mission to amplify the impact of quality financial advice, they channel 100% of their licensing profits to charitable causes focused on financial literacy, mental health, and community wellbeing. As a pioneer in profit-for-purpose innovation, they combine empathy, independence, and collaboration to empower financial advisors and their clients to create meaningful lives and a lasting legacy.

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!