Sr. Director for Customer and Specialty Service

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 Director, Customer and Specialty Service provides strategic and operational leadership across multiple Customer Service functions in Manila, including Hardship Support, Premier and Brokerage Individual Retirement Account (IRA) services, the Assist Team, and Omni Channel phone and live chat support.
Leading through Managers and Senior Managers, the Senior Director is accountable for achieving business strategy, operational performance objectives, customer experience outcomes, and talent development priorities across assigned service lines. The role promotes a high-performing, engaged culture while maintaining consistent customer and associate experiences.
Working overnight hours in the Philippines to align with U.S. business hours, the Senior Director partners with U.S.-based leaders to develop and influence strategy and translate priorities into effective Manila operating plans. The role serves on the Manila leadership team and exercises independent judgment on significant operational, customer, personnel, resource, and risk matters within established authority.
What You Will Do
Provide strategic and operational leadership for Hardship Support, Premier and Brokerage IRA, Assist, and Omni Channel phone and live chat teams through Managers and Senior Managers.
Partner with U.S.-based senior leaders to develop and influence Customer Service strategy and translate strategic priorities into actionable operating plans for Manila.
Own performance against established key performance indicators (KPIs), including service levels, quality, customer satisfaction, productivity, efficiency, capacity, employee engagement, and retention.
Hold Managers and Senior Managers accountable for operational performance, employee engagement, leadership effectiveness, and timely performance-management actions.
Develop leaders through coaching, performance management, succession planning, and talent development.
Make hiring and termination decisions within established policies and delegated authority.
Oversee resource allocation and overtime decisions, partnering with U.S. leadership and Workforce Management on headcount, staffing, and capacity planning.
Analyze operational, customer, workforce, and business data to identify trends, assess risks, and implement improvement plans.
Oversee Manila-based Assist and escalation support operations, including significant customer escalations and complex service issues.
Direct Omni Channel phone and live chat operations to support consistent service delivery and customer experience.
Ensure Premier and Brokerage IRA operations comply with applicable FINRA requirements, regulatory obligations, and internal policies and controls.
Identify process improvement opportunities and partner with U.S. leaders to implement cross-geography initiatives.
Oversee operational risk, internal controls, and regulatory compliance execution across assigned Enterprise Customer Service functions, including risk identification, escalation, corrective action, and remediation.
Exercise independent judgment on significant operational, customer, personnel, resource, and risk matters, escalating issues when appropriate.
Represent Enterprise Customer Service on the Manila leadership team and collaborate across functions on operational priorities, business continuity, and organizational effectiveness.
What You Will Bring
Bachelor's degree in Business, Finance, or a related field. In lieu of a degree, four additional years of customer service or financial services experience required.
6–8 years of management experience, preferably in customer service, contact center operations, or financial services.
FINRA Series 7, Series 63, and Series 24 registrations required within corporate-established timelines.
FINRA Fingerprinting required.
Demonstrated experience leading multiple teams or functions through Managers and Senior Managers and driving performance across a complex service organization.
Demonstrated ability to partner with senior leaders to develop and influence strategy and translate strategic priorities into operating plans and measurable results.
Experience managing performance against service, quality, customer experience, productivity, efficiency, capacity, and other established operational KPIs.
Ability to analyze customer, operational, workforce, and business data, identify trends and risks, and translate findings into actionable improvement plans.
Strong judgment and decision-making skills, including making timely decisions with limited oversight and recognizing when escalation is required.
Strong organizational leadership and change management skills, including managing multiple service lines, competing priorities, and cross-functional initiatives.
Excellent written and verbal communication skills with the ability to influence and collaborate across geographies, functions, and leadership levels.
Fluency in English.
Ability to work effectively across on-site, hybrid, and geographically dispersed environments and work overnight hours in the Philippines to align with U.S. business hours.
What Will Set You Apart
Experience overseeing multiple specialized customer service functions within financial services, retirement services, or brokerage operations.
Experience managing regulated customer service operations involving brokerage accounts and Individual Retirement Accounts (IRAs).
Experience leading geographically dispersed service organizations and partnering with U.S.-based senior leadership.
Experience with contact center workforce planning, resource allocation, and omnichannel service delivery, including phone and live chat.
Experience implementing cross-functional process improvements, operational transformation, or risk and control enhancements.
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.