Senior Director, Global Customer & Specialty Services

empower; Manila; On-site; PHP 2,000,000 - 3,600,000; Full time

Job summary

Empower seeks a Senior Director, Customer and Specialty Service in Manila to lead Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel teams, partnering with U.S. leaders to align strategy with Manila operations.

You will own KPIs, drive performance across multiple service lines, develop leaders, oversee hiring, and manage risk and regulatory compliance while shaping a high-performing, inclusive culture. This overnight role aligns with U.S. business hours.

Qualifications

• Bachelor's degree or four additional years of customer service/financial services experience.
• 6-8 years of management experience in customer service, contact center operations, or financial services.
• FINRA Series 7, Series 63, and Series 24 registrations required within corporate timelines.
• FINRA Fingerprinting required.
• Experience leading multiple teams through Managers and Senior Managers and driving performance across a complex service organization.
• Ability to partner with senior leaders to translate strategy into operating plans and measurable results.
• Experience managing performance against service, quality, customer experience, productivity, efficiency, capacity, and other KPIs.

Responsibilities

• Provide strategic and operational leadership for Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel teams through Managers and Senior Managers.
• Partner with U.S.-based senior leaders to develop and influence Customer Service strategy and translate priorities into operating plans for Manila.
• Own performance against established KPIs including service levels, quality, customer satisfaction, productivity, efficiency, capacity, and engagement.
• Hold Managers and Senior Managers accountable for performance and leadership effectiveness.
• Develop leaders through coaching, performance management, succession planning, and talent development.
• Make hiring and termination decisions within policies and delegated authority.
• Oversee resource allocation and overtime decisions with U.S. leadership and Workforce Management on headcount and capacity planning.
• Analyze data to identify trends, assess risks, and implement improvement plans.

Skills

Leadership

People management

Strategic thinking

Operations management

Cross-functional collaboration

Communication

Education

Bachelor's degree in Business/Finance or related field

Job description

Empower seeks a Senior Director, Customer and Specialty Service in Manila to lead Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel teams, partnering with U.S. leaders to align strategy with Manila operations.

You will own KPIs, drive performance across multiple service lines, develop leaders, oversee hiring, and manage risk and regulatory compliance while shaping a high-performing, inclusive culture. This overnight role aligns with U.S. business hours.