Senior Client Service Manager, Financial Services

Empower; Taguig; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Empower, a leading financial services company, seeks a Senior Manager, Client Service to lead and develop a team of inbound contact center representatives serving retail customers. You will drive service levels, coaching, and cross-functional collaboration to deliver superior customer experiences.

Responsibilities include performance management, regulatory compliance, and partner collaboration to resolve complex inquiries and improve processes.

Qualifications

• 10+ years of customer service experience, preferably in financial services.
• 3–5 years of supervisory or people management experience in a contact center.
• Strong organizational, prioritization, and planning skills to manage competing priorities.
• Strong written and verbal communication skills, including proficiency in English.
• FINRA Series 7, Series 24, and Series 63 registrations required.
• FINRA Fingerprinting required upon hire.

Responsibilities

• Lead, coach, mentor, and develop a team of inbound contact center representatives for retail financial services customers.
• Oversee daily contact center operations to meet service levels, productivity, quality, and customer satisfaction goals.
• Monitor performance using call metrics, quality scores, and reports to identify coaching opportunities.
• Drive process improvements to enhance service quality, productivity, and customer experience.
• Foster a collaborative, performance-driven culture focused on engagement and development.
• Collaborate with internal teams to resolve service challenges and support objectives.
• Provide guidance on complex service matters and regulatory requirements to ensure timely issue resolution.
• Ensure compliance with financial regulations, internal policies, and standards.

Skills

Leadership

Coaching

Communication

English proficiency

Tools

CRM systems

Salesforce CRM

Microsoft Office

Job description

Empower, a leading financial services company, seeks a Senior Manager, Client Service to lead and develop a team of inbound contact center representatives serving retail customers. You will drive service levels, coaching, and cross-functional collaboration to deliver superior customer experiences.

Responsibilities include performance management, regulatory compliance, and partner collaboration to resolve complex inquiries and improve processes.