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 Partner Services Manager is responsible for leading a team in our Philippines site that delivers high-quality, timely, and accurate support across key operational processes within the Partner Services organization. This role oversees daily workflow management, team development, operational controls, and stakeholder communication to ensure an exceptional client and partner experience. The Manager will hire, coach, and develop team members; monitor performance; and ensure compliance with company, departmental, and regulatory standards. The role also serves as an escalation point for complex issues and collaborates with partners across locations and functions to support business objectives.
What you will do
- Lead, coach, and develop a high-performing team through ongoing feedback, regular one-on-ones, performance reviews, and career development support
- In conjunction with the U.S. team, oversee daily workflow, queue management, resource allocation, scheduling, attendance, and workforce planning to ensure timely, accurate processing and achievement of productivity, quality, and service standards
- Monitor team performance and quality metrics, monthly call monitoring, analyze trends, implement corrective actions, and report key operational results with insights and recommendations to onshore team management
- Develop and maintain strong understanding of commission structures across all lines of business; ensure daily credentialing activities follow each applicable State Departments of Insurance and FINRA requirements
- Ensure compliance with company policies, operational procedures, audit requirements, and applicable regulatory standards across all team activities
- Work with U.S. management, drive continuous process improvement by identifying operational gaps, reducing risk, enhancing efficiency, and improving the overall partner and client experience
- Maintain and continuously update standard operating procedures (SOPs) to ensure consistency, accuracy, and adherence across processes
- Assess staffing needs and support hiring activities, including candidate interviews, onboarding, and training to ensure team readiness and capability
- Schedule and facilitate team meetings to support knowledge sharing, training, alignment, and communication of departmental and company updates
- Collaborate cross-functionally and across locations, including U.S. and global teams, to ensure alignment and seamless operations
- Demonstrate strong stakeholder and partner management skills, effective conflict resolution, and sound people and process management
What you will bring
- Degree in Business, Finance, related field, or equivalent work experience
- 4+ years work experience in the Financial Services industry preferred
- Prior supervisory or management experience required
- Strong problem solving, organizational, prioritization and long-term planning skills required
- Excellent communication, both verbal and written, analytical skills and the ability to communicate with a diverse workforce
- Must have the ability to work cohesively with peers and management across the organization
- Intermediate or higher Excel skills
- Demonstrated leadership ability
- FINRA fingerprinting required upon hire
What will set you apart
- Experience in financial Services, recordkeeping, mutual fund operations or back-office processing preferred
- Experience with recordkeeping or mutual fund back office and accounting
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.
