Senior Manager Client Service

Empower Finance; Pateros; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Empower Finance is seeking a Senior Manager, Client Service to lead a team of inbound call center representatives servicing Empower’s retail account owners. The Senior Manager will build a culture of service excellence through coaching, training and mentoring, delivering call-centered solutions tailored to each customer's financial needs.

This role emphasizes operational excellence, cross-team collaboration, and the ability to navigate retirement rules and FINRA regulations.

Qualifications

• 10+ years in customer service, preferably financial services.
• 3–5 years in a supervisory role in a call center.
• Strong organization and planning skills.

Responsibilities

• Lead a team of inbound call center representatives.
• Ensure call center metrics and quality goals are met or exceeded.
• Drive process improvements for operational efficiency.
• Collaborate across teams to ensure customer success.
• Resolve complex issues involving retirement rules, financial markets and FINRA regulations.
• Field escalated issues from associates and clients.
• Ensure fluency in English within the team.
• Fulfill duties inherent in a managerial position.

Skills

Call center management

Customer service leadership

Coaching

English fluency

Communication skills

Organizational skills

Education

Bachelor's degree

Tools

Salesforce

Recordkeeping system

Job description

Our 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.

TheSenior ManagerClientServicewill lead a team ofinboundcallcenterrepresentatives to excel in servicing the financial needs of Empower’s retail account owners.The Senior Manager is responsible for buildinga strong teamculture dedicated to customer success.Through coaching,trainingand mentoring associates,the Senior Manager willbuild a culture of service excellence that delivers on-the-call solutions centered around each customer’s unique financial needs.

What you will do

• Manage ateam of inbound call centerrepresentatives
• 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
• Solvecomplex operational and customer service needs throughexpertisein retirement rules, financial markets and FINRA regulations
• Field escalated issues from associates andclients
• Fluency in English
• Perform duties inherent in a managerial position

What you will bring

• 10+ years customer service experience, preferablyin financial industry
• 3 - 5 years' experience in a supervisory role, preferably in a call center
• Excellent organization, prioritization and planning skillsrequired
• Strong communicationskillsrequired
• Fluency in English
• FINRA Series7 & 24 and Series 63required
• 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 environment

We 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.