Senior Director, Global Customer & Specialty Services

Empower Enterprise Philippines, Inc.; Manila; On-site; PHP 6,000,000 - 12,000,000; Full time

Benefits offered by this job

Remote and hybrid positions available

Job summary

Empower Enterprise Philippines, Inc. in Manila is seeking a Senior Director, Customer and Specialty Service to lead Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel teams, aligning Manila operations with U.S. leadership.

The role requires building a high-performing culture, overnight alignment with U.S. business hours, and oversight of KPIs, risk, and regulatory compliance across enterprise customer service functions.

Qualifications

• Bachelor’s degree in Business/Finance or 4+ years in financial services.
• 6–8 years management experience in customer service or finance.
• FINRA Series 7/63/24 registrations within timelines; Fingerprinting required.
• Experience leading multiple teams through Managers and Senior Managers.
• Partner with senior leaders to translate strategy into operating plans.
• Experience managing KPIs: service levels, quality, customer experience.
• Proficient in data analysis to identify trends and risks and drive improvements.
• Strong judgment, decision making, and cross-functional collaboration.

Responsibilities

• Provide leadership for Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel teams.
• Collaborate with U.S.-based leaders to shape Customer Service strategy.
• Own KPIs including service levels, quality, customer satisfaction, and productivity.
• Hold Managers accountable for performance, engagement, and timely actions.
• Develop leaders through coaching, succession planning, and talent development.
• Oversee resource allocation, overtime decisions, and headcount planning.
• Analyze data trends and implement improvement plans.
• Ensure compliance with FINRA requirements and internal controls.
• Represent Enterprise Customer Service on Manila leadership team.

Skills

Leadership experience

Strategic planning

Regulatory knowledge

English fluency

Education

Bachelor's degree in Business/Finance

Job description

Empower Enterprise Philippines, Inc. in Manila is seeking a Senior Director, Customer and Specialty Service to lead Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel teams, aligning Manila operations with U.S. leadership.

The role requires building a high-performing culture, overnight alignment with U.S. business hours, and oversight of KPIs, risk, and regulatory compliance across enterprise customer service functions.