Senior Manager Client Service

Empower; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Empower, located in Manila, Philippines, seeks a Senior Manager Client Service to lead a team of inbound call center representatives focused on servicing Empower’s retail accounts. The role emphasizes coaching, mentoring, and building a culture of service excellence that centers on each customer’s financial needs.

The candidate should have 10+ years in customer service, 3–5 years in a supervisory role, and strong English communication skills.

Qualifications

• 10+ years of customer service experience in financial services or similar industry.
• 3–5 years in a supervisory/call center leadership role.
• Excellent organization, prioritization, and planning skills.
• Strong communication skills and fluency in English.
• FINRA Series 7 & 24 and Series 63 required; fingerprinting on hire.

Responsibilities

• Lead a team of inbound call center representatives and drive customer-service excellence.
• Ensure call center metrics and quality goals are met or exceeded.
• Collaborate with cross-functional teams to ensure customer success and firm results.
• Address escalated issues from associates and clients; apply retirement rules and FINRA regulations.

Skills

Customer service

Supervisory experience

Organization & planning

Communication

English fluency

Leadership

Problem solving

Tools

Salesforce

Recordkeeping system

Job description

## Senior Manager Client ServiceApplyremote type: Onsitelocations: PH Manilatime type: Full timeposted on: Posted Todaytime left to apply: End Date: August 31, 2026 (30+ days left to apply)job requisition id: R.0060880Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.The Senior Manager Client Service will lead a team of inbound call center representatives to excel in servicing the financial needs of Empower’s retail account owners. The Senior Manager is responsible for building a strong team culture dedicated to customer success. Through coaching, training and mentoring associates, the Senior Manager will build a culture of service excellence that delivers on-the-call solutions centered around each customer’s unique financial needs.**What you will do*** Manage a team of inbound call center representatives* Ensure call center statistical and quality goals are achieved or exceeded* Drive operational excellence by engaging team, evaluating current processes, and adopting efficiencies* Work collaboratively across multiple teams to ensure customer success and to drive firm results* Solve complex operational and customer service needs through expertise in retirement rules, financial markets and FINRA regulations* Field escalated issues from associates and clients* Fluency in English* Perform duties inherent in a managerial position**What you will bring*** 10+ years customer service experience, preferably in financial industry* 3 - 5 years' experience in a supervisory role, preferably in a call center* Excellent organization, prioritization and planning skills required* Strong communication skills required* Fluency in English* FINRA Series 7 & 24 and Series 63 required* FINRA fingerprinting upon hire**What will set you apart*** Comprehensive computer skills including ability to quickly learn Empower's recordkeeping system and Salesforce software* Motivated self-starter who can deliver results in a fast-paced environmentWe are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.**Want the latest money news and views shaping how we live, work and play? Stay in the know with** **The Currency** **and sign up for Empower’s free newsletter.**