Senior Manager, Client Service — Flexible Finance Center

Empower LLC; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Empower LLC in Manila is seeking a Senior Manager, Client Service to lead a team of inbound contact center representatives and oversee service delivery for retail financial services customers.

You will drive coaching, performance management, and cross-functional collaboration to deliver a high-quality customer experience while aligning with regulatory requirements and business objectives.

Qualifications

• 10+ years of customer service experience, preferably within financial services.

Responsibilities

• Lead, coach, mentor, and develop a team of inbound contact center representatives supporting retail financial services customers.
• Manage daily contact center operations to ensure service levels, productivity, quality assurance, and customer satisfaction goals.
• Monitor and evaluate performance using call center metrics and quality results to identify coaching opportunities.

Skills

Customer service leadership

Coaching and development

English communication

Regulatory compliance knowledge

FINRA registrations

Tools

Salesforce CRM

CRM systems

Microsoft Office

Job description

Empower LLC in Manila is seeking a Senior Manager, Client Service to lead a team of inbound contact center representatives and oversee service delivery for retail financial services customers.

You will drive coaching, performance management, and cross-functional collaboration to deliver a high-quality customer experience while aligning with regulatory requirements and business objectives.