Senior Director, Global Customer & Specialty Services

Empower; Taguig; Hybrid; PHP 3,000,000 - 6,000,000; Full time

Job summary

Empower in Manila seeks a Senior Director, Customer and Specialty Service to provide strategic and operational leadership across Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel phone and live chat teams. Leading through Managers and Senior Managers, you will partner with U.S.-based leaders to shape strategy, drive KPIs, and translate priorities into Manila operating plans.

You will join the Manila leadership team, work overnight hours to align with U.S.

Qualifications

• Bachelor's degree in Business, Finance, or related field, or four years of relevant experience.
• 6–8 years of management experience in customer service or financial services.
• FINRA Series 7, 63, and 24 registrations within timelines.
• FINRA Fingerprinting required.
• Experience leading multiple teams through Managers and Senior Managers.
• Partner with senior leaders to translate strategy into operating plans.
• Experience managing KPIs for service, quality, and customer experience.
• Strong judgment and decision-making with limited oversight.
• Excellent communication; English fluency; cross-border collaboration.
• Ability to work across on-site, hybrid, and overnight hours.

Responsibilities

• Provide strategic and operational leadership for multiple customer service functions through Managers and Senior Managers.
• Partner with U.S.-based leaders to develop and influence strategy and translate priorities into Manila operating plans.
• Own performance against KPIs including service levels, quality, customer satisfaction, and efficiency.
• Hold Managers and Senior Managers accountable for performance and people development.
• Develop leaders through coaching, performance management, and succession planning.
• Make hiring and termination decisions within policies and authority.
• Oversee resource allocation and overtime with Workforce Management on headcount and capacity.
• Analyze data to identify trends, risks, and improvement plans.
• Oversee Manila-based operations for Assist and escalation support, including major escalations.
• Direct Omni Channel phone and live chat operations to ensure consistent service.
• Ensure Premier and Brokerage IRA ops comply with FINRA and internal controls.
• Identify process improvements and partner with U.S. leaders on cross-geography initiatives.
• Oversee risk, controls, and regulatory compliance across Enterprise Customer Service.
• Exercise independent judgment and escalate issues when appropriate.
• Represent Enterprise Customer Service on the Manila leadership team and collaborate across functions.

Skills

Strategic leadership

People management

Cross-functional collaboration

English fluency

Analytical thinking

Communication

Relationship building

Education

Bachelor's degree in Business/Finance or related

FINRA registrations (Series 7/63/24)

FINRA Fingerprinting

Job description

Empower in Manila seeks a Senior Director, Customer and Specialty Service to provide strategic and operational leadership across Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel phone and live chat teams. Leading through Managers and Senior Managers, you will partner with U.S.-based leaders to shape strategy, drive KPIs, and translate priorities into Manila operating plans.

You will join the Manila leadership team, work overnight hours to align with U.S.