The posting
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 Director, Customer Service leads multiple Customer Service teams in the Philippines through Managers and is accountable for operational performance, customer experience, talent development, and business results. The role oversees approximately 8–10 teams and 125 or more indirect reports, driving service quality, customer satisfaction, productivity, efficiency, capacity, engagement, and retention.
Working overnight hours in the Philippines to align with U.S. business hours, the Director collaborates with U.S.-based Customer Service Directors, Philippines site leadership, Human Resources, Workforce Management, and cross-functional partners to deliver consistent operational results and customer experiences.
What You Will Do
- Lead approximately 8–10 Customer Service teams through Managers, providing leadership and oversight for approximately 125 or more indirect reports.
- Direct daily contact center operations, including service levels, real-time operational decisions, workforce capacity, and issue resolution.
- Own established key performance indicators (KPIs) for customer satisfaction, service quality, productivity, efficiency, capacity, employee engagement, and retention; analyze results and implement corrective action plans.
- Partner with U.S.-based Customer Service Directors to resolve systemic issues, align operating practices, and improve customer and employee experiences across locations.
- Coach and develop Managers through performance management, leadership development, succession planning, and talent retention initiatives.
- Partner with Human Resources on coaching, progressive discipline, hiring, promotions, and employment decisions within established policies and authority.
- Partner with Workforce Management to assess staffing forecasts, attrition, capacity requirements, and scheduling needs.
- Evaluate staffing decisions against budget requirements and manage operational resources within approved plans.
- Collaborate with Talent Acquisition and onboarding teams to support hiring plans, new-hire readiness, and staffing risk mitigation.
- Identify and respond to business continuity risks, coordinating operational response and escalation with relevant business partners.
- Represent Enterprise Customer Service on the Manila leadership team and participate in cross-functional site initiatives.
- Contribute to department objectives, priorities, policies, and procedures, and implement approved operational strategies.
- Oversee risk management, internal controls, and regulatory compliance execution, including risk identification, escalation, and remediation.
- Exercise independent judgment on time-sensitive operational and personnel matters within established policies and authority.
What You Will Bring
- Bachelor's degree in Business, Finance, or a related field, or four additional years of customer service or financial services experience in lieu of a degree.
- 6–8 years of management experience in customer service, contact center operations, financial services, or a related environment.
- FINRA Series 6, Series 63, and Series 26 registrations obtained within corporate-established timelines.
- FINRA Fingerprinting required.
- Demonstrated experience leading multiple teams through Managers and achieving performance objectives for service, quality, customer experience, productivity, and efficiency.
- Experience in leadership coaching, performance management, succession planning, employee engagement, and retention.
- Ability to analyze operational performance data, identify trends and risks, and develop actionable improvement plans.
- Strong decision-making, problem-solving, and escalation judgment in time-sensitive operational environments.
- Strong written and verbal communication, influencing, and cross-functional collaboration skills.
- Fluency in English.
- Knowledge of financial services and retirement services operations and their impact on customer and business outcomes.
- Ability to work overnight hours in the Philippines to align with U.S. business hours and operate effectively in on-site and hybrid work environments.
What Will Set You Apart
- Experience leading large-scale, multi-team contact center operations in financial services or retirement services.
- Experience collaborating with U.S.-based leadership while managing operations in the Philippines.
- Experience with Workforce Management, staffing forecasts, capacity planning, and operational resource allocation.
- Experience overseeing risk, controls, and regulatory compliance in a regulated customer service environment.
- Experience implementing operational improvements across multiple teams or locations.
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.
