Director, Global Customer Service (Philippines)

Empower; Taguig; Hybrid; PHP 3,500,000 - 6,500,000; Full time

Job summary

Empower seeks a Director of Customer Service in Manila to lead 8–10 teams and 125+ indirect reports, driving service quality, customer experience, productivity and retention. The role partners with U.S.-based leaders and local site teams to deliver consistent results and scalable processes.

The position requires overnight hours to align with U.S. business hours and will operate in on-site and hybrid work environments in the Philippines, focusing on talent development, workforce planning, and

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.
• Ability to work overnight hours in the Philippines and operate effectively in on-site and hybrid work environments.

Responsibilities

• Lead 8–10 Customer Service teams through Managers and oversee 125+ indirect reports.
• Direct daily contact center operations, including service levels, real-time decisions, workforce capacity, and issue resolution.
• Own KPIs for customer satisfaction, service quality, productivity, efficiency, capacity, engagement, and retention; analyze results and implement corrective actions.
• Partner with U.S.-based Directors to resolve systemic issues and align operating practices across locations.
• Coach and develop Managers through performance management, leadership development, succession planning, and retention initiatives.
• Partner with HR on coaching, progression, hiring, promotions, and policy-aligned decisions.
• Collaborate with Workforce Management to assess staffing forecasts, attrition, capacity, and scheduling.
• Evaluate staffing decisions against budget and manage resources within approved plans.
• Work with Talent Acquisition and onboarding teams to support hiring plans and readiness.
• Identify and respond to business continuity risks and coordinate with partners for escalation.
• Represent Enterprise Customer Service on the Manila leadership team and participate in cross-functional initiatives.
• Contribute to department objectives, policies, and procedures and implement approved strategies.
• Oversee risk management, internal controls, and regulatory compliance, including escalation and remediation.

Skills

Fluent English

Communication skills

Cross-functional collaboration

Analytical thinking

Problem solving

Education

Bachelor's degree in Business, Finance, or related field

Tools

FINRA registrations (6/63/26)

WFM systems

Job description

Empower seeks a Director of Customer Service in Manila to lead 8–10 teams and 125+ indirect reports, driving service quality, customer experience, productivity and retention. The role partners with U.S.-based leaders and local site teams to deliver consistent results and scalable processes.

The position requires overnight hours to align with U.S. business hours and will operate in on-site and hybrid work environments in the Philippines, focusing on talent development, workforce planning, and