Director, Global Customer Service Operations

Empower Annuity Insurance Company of America; Taguig; On-site; PHP 2,000,000 - 2,800,000; Full time

Job summary

Empower Annuity Insurance Company of America in the Philippines seeks a Director of Customer Service to lead 8–10 teams and 125+ indirect reports, driving service quality, customer satisfaction, and performance in a night-shift aligned with U.S. business hours.

You will collaborate with U.S.-based Directors, site leadership, HR, and WFM to optimize staffing, training, and operations while ensuring compliance, risk management, and a strong customer experience across locations.

Qualifications

• Bachelor's degree in Business, Finance, or related field, or four additional years of customer service or financial services experience.
• 6–8 years of management experience in customer service, contact center operations, financial services, or a related environment.
• FINRA Series 6, Series 63, and Series 26 registrations obtained within corporate-established timelines.
• FINRA Fingerprinting required.
• Demonstrated experience leading multiple teams through Managers and achieving performance objectives for service, quality, customer experience, productivity, and efficiency.
• Experience in leadership coaching, performance management, succession planning, employee engagement, and retention.
• Ability to analyze operational performance data, identify trends and risks, and develop actionable improvement plans.
• Strong decision-making, problem-solving, and escalation judgment in time-sensitive operational environments.
• Strong written and verbal communication, influencing, and cross-functional collaboration skills.
• Fluency in English.
• Knowledge of financial services and retirement services operations and their impact on customer and business outcomes.
• Ability to work overnight hours in the Philippines to align with U.S. business hours and operate effectively in on-site and hybrid work environments.

Responsibilities

• Lead approximately 8–10 Customer Service teams through Managers, providing leadership and oversight for approximately 125 or more indirect reports.
• Direct daily contact center operations, including service levels, real-time operational decisions, workforce capacity, and issue resolution.
• Own established key performance indicators (KPIs) for customer satisfaction, service quality, productivity, efficiency, capacity, employee engagement, and retention; analyze results and implement corrective action plans.
• Partner with U.S.-based Customer Service Directors to resolve systemic issues, align operating practices, and improve customer and employee experiences across locations.
• Coach and develop Managers through performance management, leadership development, succession planning, and talent retention initiatives.
• Partner with Human Resources on coaching, progressive discipline, hiring, promotions, and employment decisions within established policies and authority.
• Partner with Workforce Management to assess staffing forecasts, attrition, capacity requirements, and scheduling needs.
• Evaluate staffing decisions against budget requirements and manage operational resources within approved plans.
• Collaborate with Talent Acquisition and onboarding teams to support hiring plans, new-hire readiness, and staffing risk mitigation.
• Identify and respond to business continuity risks, coordinating operational response and escalation with relevant business partners.
• Represent Enterprise Customer Service on the Manila leadership team and participate in cross-functional site initiatives.
• Contribute to department objectives, priorities, policies, and procedures, and implement approved operational strategies.
• Oversee risk management, internal controls, and regulatory compliance execution, including risk identification, escalation, and remediation.
• Exercise independent judgment on time-sensitive operational and personnel matters within established policies and authority.

Skills

Leadership

Customer service

Operations management

Strategic planning

Communication

English fluency

Education

Bachelor's degree

4+ years in related field

Job description

Empower Annuity Insurance Company of America in the Philippines seeks a Director of Customer Service to lead 8–10 teams and 125+ indirect reports, driving service quality, customer satisfaction, and performance in a night-shift aligned with U.S. business hours.

You will collaborate with U.S.-based Directors, site leadership, HR, and WFM to optimize staffing, training, and operations while ensuring compliance, risk management, and a strong customer experience across locations.