Sr Mgr Client Service

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

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them. Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Senior Manager, Client Service leads a team of inbound contact center representatives responsible for supporting the financial needs of Empower's retail account owners. This role oversees service delivery, operational performance, regulatory compliance, and associate development to deliver a consistent, high-quality customer experience. Through coaching, performance management, training, and cross-functional collaboration, the Senior Manager fosters a culture of service excellence, accountability, and continuous improvement while supporting customer satisfaction and business objectives.

What You Will Do

• Lead, coach, mentor, and develop a team of inbound contact center representatives supporting retail financial services customers.
• Manage daily contact center operations to ensure achievement of established service levels, productivity standards, quality assurance measures, and customer satisfaction goals.
• Monitor and evaluate individual and team performance using call center metrics, quality monitoring results, and operational reporting to identify coaching opportunities and performance improvement needs.
• Drive operational excellence by evaluating workflows, identifying process inefficiencies, and implementing improvements that enhance service quality, productivity, and the customer experience.
• Foster a collaborative, results-oriented team culture focused on employee engagement, professional development, accountability, and customer success.
• Partner with internal business teams to resolve service challenges, improve operational processes, and support organizational objectives.
• Resolve complex customer inquiries, escalations, and operational issues by applying knowledge of retirement products, financial markets, regulatory requirements, and FINRA rules.
• Provide guidance to associates on complex service matters, operational procedures, and regulatory requirements to support accurate and timely issue resolution.
• Support compliance with applicable financial services regulations, internal policies, supervisory procedures, and service quality standards.
• Conduct performance evaluations, provide ongoing feedback, and support associate development and performance improvement initiatives.
• Perform additional management responsibilities, including team planning, resource coordination, and operational oversight, consistent with the scope of the position.

What You Will Bring

• 10 or more years of customer service experience, preferably within the financial services industry.
• 3-5 years of supervisory or people management experience, preferably in an inbound call center or contact center environment.
• Strong organizational, prioritization, and planning skills, with the ability to manage competing operational priorities.
• Strong written and verbal communication skills, including proficiency in English.
• Demonstrated ability to coach employees, address performance concerns, and support team development.
• Knowledge of customer service operations, issue escalation, and performance management practices.
• FINRA Series 7, Series 24, and Series 63 registrations required.
• FINRA Fingerprinting required upon hire.

What Will Set You Apart

• Proficiency with customer relationship management (CRM) systems, financial services recordkeeping platforms, and Microsoft Office applications.
• Experience with Salesforce CRM and the ability to learn Empower's proprietary recordkeeping systems.
• Ability to work independently, take initiative, and deliver results in a fast-paced, performance-driven contact center environment.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

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Remote and Hybrid Positions

For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment will be provided. You may be required to work in the office if you do not have an adequate homework environment and the required internet connection.

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