Retirement Services Team Lead

Eastvantage Business Solutions Inc.; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Eastvantage Business Solutions Inc. in the Philippines seeks a Senior Lead for its Retirement Services team to coach, mentor, and develop a high-performing group of service professionals while delivering best-in-class customer experiences.

This role focuses on leadership, training, and operations management for participant services, ensuring accurate documentation, regulatory compliance, and continuous improvement during peak periods.

Qualifications

• 3+ years of customer service experience.
• 1+ year of team leadership, supervisory, or people management experience.
• Retirement plan, financial services, or benefits administration experience is a plus.
• QKA certification preferred.
• Strong communication, coaching, and stakeholder management skills.
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Proficient in Microsoft Office, especially Outlook, Word, and Excel.
• Customer-focused with excellent problem-solving abilities.

Responsibilities

• Lead, mentor, and inspire a team of Participant Services Associates to achieve performance, quality, and service excellence goals.
• Conduct regular coaching sessions, provide real-time feedback, and support employee development.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Organize team activities and initiatives that promote engagement and team success.
• Serve as the primary escalation point for complex participant inquiries and high-impact service issues.
• Provide real-time guidance to support One Call Resolution and deliver outstanding customer experiences.
• Ensure call handling, account servicing, and documentation are completed accurately and in compliance with company and regulatory standards.
• Support onboarding, training, and continuous learning initiatives for team members.
• Identify skill gaps and provide targeted coaching to enhance performance and knowledge.
• Partner with leadership to improve training programs, materials, and operational procedures.
• Monitor queues, service levels, and team performance metrics to ensure operational efficiency.
• Support workforce management activities including scheduling, attendance monitoring, and coverage planning.
• Collaborate with cross-functional teams to address service challenges and support high-volume periods.
• Review customer interactions to ensure adherence to quality standards, regulatory requirements, and internal policies.
• Deliver actionable feedback and reinforce compliance best practices.
• Help maintain a strong culture of operational excellence and risk awareness.
• Analyse performance metrics and identify service trends and opportunities for improvement.
• Partner with department leaders across Recordkeeping, Distributions, and other operational teams to streamline processes and improve outcomes.
• Contribute to projects and initiatives that enhance customer experience, productivity, and service quality.

Skills

Customer service

Team leadership

Coaching

Stakeholder management

MS Office

Tools

Microsoft Office

Job description

Join a growing team and take the lead in delivering exceptional support to US-based retirement plan participants. As the senior lead for our Philippines-based Retirement Services team, you will play a critical role in coaching, mentoring, and developing a team of service professionals while ensuring a best-in-class customer experience.

This is an excellent opportunity for an experienced customer service or operations leader looking to advance their career in financial services, retirement operations, and team leadership.

Key Responsibilities:

Leadership & Team Development

• Lead, mentor, and inspire a team of Participant Services Associates to achieve performance, quality, and service excellence goals.

• Conduct regular coaching sessions, provide real-time feedback, and support employee development.

• Foster a culture of accountability, collaboration, and continuous improvement.

• Organize team activities and initiatives that promote engagement and team success.

Customer Experience & Service Excellence

• Serve as the primary escalation point for complex participant inquiries and high-impact service issues.

• Provide real-time guidance to support One Call Resolution and deliver outstanding customer experiences.

• Ensure call handling, account servicing, and documentation are completed accurately and in compliance with company and regulatory standards.

Training & Capability Building

• Support onboarding, training, and continuous learning initiatives for team members.

• Identify skill gaps and provide targeted coaching to enhance performance and knowledge.

• Partner with leadership to improve training programs, materials, and operational procedures.

Operations & Workforce Support

• Monitor queues, service levels, and team performance metrics to ensure operational efficiency.

• Support workforce management activities including scheduling, attendance monitoring, and coverage planning.

• Collaborate with cross-functional teams to address service challenges and support high-volume periods.

Quality, Compliance & Risk Management

• Review customer interactions to ensure adherence to quality standards, regulatory requirements, and internal policies.

• Deliver actionable feedback and reinforce compliance best practices.

• Help maintain a strong culture of operational excellence and risk awareness.

Reporting & Continuous Improvement

• Analyse performance metrics and identify service trends and opportunities for improvement.

• Partner with department leaders across Recordkeeping, Distributions, and other operational teams to streamline processes and improve outcomes.

• Contribute to projects and initiatives that enhance customer experience, productivity, and service quality.

Qualifications:

• 3+ years of customer service experience.

• 1+ year of team leadership, supervisory, or people management experience.

• Retirement plan, financial services, or benefits administration experience is a plus.

• QKA certification preferred.

• Strong communication, coaching, and stakeholder management skills.

• Highly organized, detail-oriented, and able to manage multiple priorities.

• Proficient in Microsoft Office, especially Outlook, Word, and Excel.

• Customer-focused with excellent problem-solving abilities and a passion for helping others.

• Amenable to work on night shift schedule.