Senior Manager, Client Service — Remote Growth Leader

Empower Enterprise Philippines, Inc.; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Empower Enterprise Philippines, Inc. in the Philippines is seeking a Senior Manager, Client Service to lead a team of inbound contact center representatives serving retail financial services clients.

The role emphasizes coaching, performance management, and cross-functional collaboration to deliver high-quality service and regulatory compliance. You will oversee operations, drive improvements, and support customer satisfaction and business objectives, with a focus on employee development and a

Qualifications

• 10+ years of customer service experience, preferably in financial services.
• 3-5 years of supervisory or people management experience.
• Strong written and verbal communication skills in English.
• FINRA Series 7, Series 24, and Series 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, productivity, and quality goals.
• Monitor performance using call center metrics, QA results, and reporting to identify coaching opportunities.
• Drive process improvements to enhance service quality and customer experience.
• Foster a collaborative, accountable team culture focused on development and customer success.
• Partner with internal teams to resolve service challenges and improve processes.
• Provide guidance on complex service matters and regulatory requirements.

Skills

Leadership

Coaching

Communication

Customer service

English proficiency

Tools

CRM systems

Salesforce CRM

Microsoft Office

Job description

Empower Enterprise Philippines, Inc. in the Philippines is seeking a Senior Manager, Client Service to lead a team of inbound contact center representatives serving retail financial services clients.

The role emphasizes coaching, performance management, and cross-functional collaboration to deliver high-quality service and regulatory compliance. You will oversee operations, drive improvements, and support customer satisfaction and business objectives, with a focus on employee development and a