Senior Manager, Client Service — Flexible Work & Growth

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

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.