Senior Manager Client Service

Empower; Philippines; On-site; PHP 2,500,000 - 4,000,000; Full time

Job summary

Empower seeks a Senior Manager Client Service in the Philippines to lead a team of inbound call center representatives, driving service excellence and customer success for Empower’s retail account owners.

You will coach, train and mentor staff, oversee performance metrics, and collaborate with cross‑functional teams to deliver on call solutions that address unique financial needs while ensuring compliance with FINRA regulations and firm policies.

Qualifications

• 10+ years of customer service experience, preferably in financial services.
• 3–5 years in a supervisory role, ideally in a call center.
• Strong organization and planning skills.
• Excellent communication abilities and English fluency.
• FINRA Series 7, 24, and 63 certifications required; fingerprinting on hire.
• Proficiency with Empower's recordkeeping system and Salesforce.

Responsibilities

• Manage a team of inbound call center representatives.
• Meet or exceed call center quality and performance goals.
• Drive efficiencies by reviewing processes and implementing improvements.
• Collaborate with cross-functional teams to ensure customer success.
• Resolve complex issues based on retirement rules, financial markets, and FINRA regulations.
• Handle escalations from associates and clients.

Skills

Customer service

Supervisory

English fluency

Organization & planning

Communication skills

FINRA knowledge

Tools

Salesforce

Job description

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.

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 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.