Senior Director, Manila Customer & Specialty Services

Empower LLC; Manila; Presencial; PHP 2 000 000 - 4 200 000; Tempo integral

Resumo da oferta

Empower LLC in Manila seeks a Sr. Director for Customer and Specialty Service to provide strategic and operational leadership across multiple customer service functions. You will partner with U.S.-based leaders to shape strategy, drive KPIs, and develop leaders while ensuring compliance and risk controls.

This role requires overnight hours in the Philippines and collaboration across geographies. The position demands 6–8 years of management experience in financial services, FINRA registrations,

Qualificações

• Bachelor's degree in Business, Finance, or related field. In lieu of a degree, four additional years of customer service or financial services experience.
• 6–8 years of management experience in customer service or financial services.
• FINRA Series 7, 63, and 24 registrations within corporate-established timelines.
• FINRA Fingerprinting required.
• Demonstrated experience leading multiple teams through Managers and Senior Managers and driving performance across a complex service organization.
• Ability to partner with senior leaders to develop and influence strategy and translate strategic priorities into operating plans and measurable results.
• Experience managing performance against service, quality, customer experience, productivity, efficiency, capacity, and other established operational KPIs.
• Fluency in English and ability to work across on-site, hybrid, and overnight hours in the Philippines.

Responsabilidades

• Provide strategic and operational leadership for multiple service teams through Managers and Senior Managers.
• Partner with U.S.-based leaders to develop and influence Customer Service strategy and translate strategic priorities into actionable operating plans for Manila.
• Own performance against KPIs, including service levels, quality, customer satisfaction, productivity, efficiency, capacity, employee engagement, and retention.
• Hold Managers and Senior Managers accountable for operational performance, employee engagement, leadership effectiveness, and timely performance-management actions.
• Develop leaders through coaching, performance management, succession planning, and talent development.
• Make hiring and termination decisions within established policies and delegated authority.
• Oversee resource allocation and overtime decisions, partnering with U.S. leadership and Workforce Management on headcount, staffing, and capacity planning.
• Analyze operational, customer, workforce, and business data to identify trends, assess risks, and implement improvement plans.
• Oversee Manila-based Assist and escalation support operations, including significant customer escalations and complex service issues.
• Direct Omni Channel phone and live chat operations to support consistent service delivery and customer experience.
• Ensure Premier and Brokerage IRA operations comply with applicable FINRA requirements, regulatory obligations, and internal policies and controls.
• Identify process improvement opportunities and partner with U.S. leaders to implement cross-geography initiatives.
• Oversee operational risk, internal controls, and regulatory compliance execution across assigned Enterprise Customer Service functions, including risk identification, escalation, corrective action, and remediation.
• Exercise independent judgment on significant operational, customer, personnel, resource, and risk matters, escalating issues when appropriate.
• Represent Enterprise Customer Service on the Manila leadership team and collaborate across functions on operational priorities, business continuity, and organizational effectiveness.

Conhecimentos

Strategic leadership

Cross-functional collaboration

People management

English fluency

Decision making

Formação académica

Bachelor's degree in Business/Finance

4+ years relevant experience

Descrição da oferta de emprego

Empower LLC in Manila seeks a Sr. Director for Customer and Specialty Service to provide strategic and operational leadership across multiple customer service functions. You will partner with U.S.-based leaders to shape strategy, drive KPIs, and develop leaders while ensuring compliance and risk controls.

This role requires overnight hours in the Philippines and collaboration across geographies. The position demands 6–8 years of management experience in financial services, FINRA registrations,