Participant Services Team Lead

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

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.