Senior Manager, Client Services & Team Leadership

Empower; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Empower in Manila is seeking a Senior Manager Client Services to lead client service managers serving plan sponsors and advisors, and to ensure high-quality service across products. You will provide leadership, coaching, and development to the team while shaping objectives, resources, and schedules to meet goals.

You will monitor regulatory developments, resolve escalations with internal partners, and drive policy changes to enhance service delivery and efficiency.

Qualifications

• Bachelor’s degree in a related field or equivalent.
• 5+ years of relevant work experience or an equivalent combination of training and experience.
• Previous management experience leading a client-facing service team.
• Demonstrated experience attracting, managing, retaining, coaching, and developing employees.
• Familiarity with employee benefits recordkeeping systems and processes.
• Proficiency with Microsoft Office Suite.
• Fluency in English.
• Ability to work overnight hours.
• FINRA Fingerprinting required.

Responsibilities

• Lead and oversee assigned Client Service Managers responsible for supporting plan sponsors and advisors.
• Ensure consistent, high-quality client service is delivered efficiently and cost-effectively across assigned products and client relationships.
• Provide leadership, coaching, performance management, and professional development to team members to support employee growth, engagement, and job enrichment.
• Establish team objectives, allocate resources, and manage schedules and priorities to achieve service and business goals.
• Oversee client complaints and legal-related matters to ensure they are handled fairly, consistently, and in accordance with established policies and procedures.
• Recommend changes to policies and establish procedures that support the immediate organization and improve client service delivery.
• Monitor applicable legal and regulatory developments and assess their impact on clients, service delivery, and team processes.Partner with internal stakeholders to address escalated client service issues and support effective resolution.
• What will set you apart: Experience supporting retirement plans, plan sponsors, advisors, or other employee benefits clients.
• What will set you apart: Experience managing Client Service Managers or similar client-facing financial services professionals.
• What will set you apart: Knowledge of retirement plan recordkeeping operations and applicable regulatory requirements.
• What will set you apart: Experience managing escalated client complaints and partnering with legal, compliance, or regulatory teams.
• What will set you apart: Experience implementing service policies, procedures, process improvements, or operational changes.

Skills

Leadership

Coaching

Employee development

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Empower in Manila is seeking a Senior Manager Client Services to lead client service managers serving plan sponsors and advisors, and to ensure high-quality service across products. You will provide leadership, coaching, and development to the team while shaping objectives, resources, and schedules to meet goals.

You will monitor regulatory developments, resolve escalations with internal partners, and drive policy changes to enhance service delivery and efficiency.