Manager Participant Service

Empower; Taguig; On-site; PHP 781,000 - 1,228,000; Full time

Job summary

Empower Philippines in Taguig is seeking a Manager of Participant Services to lead a team handling retirement plan inquiries, hire and coach staff, and ensure regulatory compliance. The role collaborates with other departments to implement new business initiatives across locations.

The ideal candidate has a Bachelor's degree in business or related field and 3–5 years of management experience in a call center, with strong leadership, planning, and English communication skills.

Qualifications

• Bachelor's degree required in a business-related field.
• 3–5 years of additional management experience if no degree.
• 3–5 years of client service management experience preferably in a call center.
• Demonstrated ability to lead and support the strategic focus of an organization.
• Excellent organization, prioritization and planning skills.
• Strong communication skills required.
• Fluent in English.
• Ability to work overnight hours.
• FINRA fingerprinting required upon hire.

Responsibilities

• Manage and coordinate all aspects of an assigned strategic initiative that supports an entire site or the broader Participant Services organization.
• Oversee engagement with key business partners, leaders and clients.
• Coordinate communications, preparation and performance execution of initiatives for Participant Services.
• Hire, train, coach, mentor and provide feedback to a team of Participant Services reps, including performance management and weekly call monitoring.
• Accountable for the overall performance of the assigned team against department and business standards.
• Develop and monitor workflow and procedures to ensure quality, efficiency and positive customer experience.
• Create and oversee development of resource tools for reps to ensure consistent information delivery.
• Recommend system enhancements and policy/procedure changes.

Skills

Leadership

People management

Communication

Coaching

Strategic thinking

Education

Bachelor's degree in business or related field

Job description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Manager Participant Services manages a team of unregistered representatives who answer incoming phone inquiries regarding retirement plans, ensuring maximum productivity and service quality. Responsible for hiring new staff, training, development, and coaching on an ongoing basis while meeting specific departmental, company, and regulatory requirements. Works closely with other departments in the coordination of new business implementation. Incumbent will have ownership and accountability for one or more significant initiatives and/or client focus that supports the entire Participant Services organization across all geographical locations.

What you will do

• Manage and coordinate all aspects of an assigned strategic initiative that supports an entire site or the broader Participant Services organization
• Responsible for high level of engagement with key business partners, leaders and/or clients
• Oversee communication, preparation and performance execution of initiatives for Participant Services
• Hire, train, coach, mentor and provide feedback to a team of participant Services reps, including all aspects of performance management and weekly call monitoring
• Accountable for the overall performance of the assigned team in relation to department and business standards and objectives
• Develop and monitor overall workflow and procedures to ensure and maintain quality, efficiency and effectiveness necessary to deliver positive customer experience
• Create and oversee development of resource tools for representatives to maximize consistency in information and format delivery
• Recommend relevant system enhancements and develop and implement changes to policies and procedures

What you will bring

• Bachelor's degree, preferably in a business-related field
• Without a degree, 3-5 years of additional management experience required
• 3 - 5 years of client service management experience preferably in a call center
• Demonstrated ability to lead and support the strategic focus of an organization
• Excellent organization, prioritization and planning skills required
• Strong communication skills required
• Fluent in English
• Ability to work overnight hours
• FINRA fingerprinting required upon hire

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.