Senior Manager, Client Service & Contact Center

Empower Finance; Pateros; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Empower Finance is seeking a Senior Manager, Client Service to lead a team of inbound contact center representatives supporting retail financial services customers. You will drive service delivery, performance, compliance, and staff development to sustain a high-quality customer experience.

In this role you will coach and evaluate staff, manage daily operations to meet service levels, partner with internal teams, resolve complex inquiries, and ensure regulatory adherence including FINRA rules.

Qualifications

• 10+ years in customer service, preferably financial services
• 3–5 years of supervisory or people management experience
• Strong organizational, prioritization, and planning skills
• Strong written and verbal communication, English
• Knowledge of customer service operations, issue escalation, and performance management
• FINRA Series 7, 24, and 63 registrations required
• FINRA Fingerprinting required upon hire

Responsibilities

• Lead, coach, mentor, and develop a team of inbound contact center representatives
• Manage daily contact center operations to meet service levels and customer satisfaction goals
• Monitor performance using call center metrics and quality results to identify coaching opportunities
• Drive process improvements to enhance service quality and productivity
• Collaborate with internal teams to resolve service challenges
• Resolve complex inquiries and ensure regulatory compliance and timely issue resolution

Skills

Coaching

Performance management

Customer service ops

English communication

CRM systems

Salesforce

Tools

Salesforce

Microsoft Office

Job description

Empower Finance is seeking a Senior Manager, Client Service to lead a team of inbound contact center representatives supporting retail financial services customers. You will drive service delivery, performance, compliance, and staff development to sustain a high-quality customer experience.

In this role you will coach and evaluate staff, manage daily operations to meet service levels, partner with internal teams, resolve complex inquiries, and ensure regulatory adherence including FINRA rules.