A on-site Customer Success role at Empower.
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Original listing text, shown exactly as published by the company.
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Provide executive leadership for all Philippines-based customer service operations spanning customer segments.
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Mature the operating model and drive operational alignment by establishing clear governance, decision rights, performance standards, and accountability models aligned with U.S. customer service leadership.
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Own operational accountability for KPIs, budget adherence, regulatory compliance, and service quality.
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Anticipate and mitigate operational, regulatory, and reputational risks associated with offshore service delivery.
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Set clear expectations for leadership behaviors, decision-making, and accountability aligned to One Empower values and People Leader competencies.
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Make timely and effective talent decisions to address performance, capability, or behavioral gaps at leadership levels.
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Build a sustainable leadership pipeline capable of supporting future growth, complexity, and expanded scope.
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Lead operational readiness for audits, regulatory reviews, and risk assessments impacting Philippines-based customer service operations.
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Prepare the organization for future scale by developing sustainable workforce, governance, and operational practices that support growth beyond current size.
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Partner with enterprise leaders to assess and support expansion of scope, capabilities, or complexity over time.
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Accountable for achieving budget targets and driving improved cost to serve by increased self-service & driving down cost per call.
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Reinforce a One Empower culture by promoting shared purpose, inclusive leadership, and enterprise-wide collaboration across geographies.
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Serve as a visible, trusted leader who models enterprise values and strengthens employee engagement during periods of change and maturation.
What you will bring
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Bachelor’s degree required or 10 years of additional experience in a financial services, customer service, or a contact center environment.
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10+ years experience in financial services or contact center environments.
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8+ years in progressively expanding leadership roles.
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Previous call center experience in the financial services industry is required.
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FINRA Series 7, 24, 63 and 65 required.
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FINRA Fingerprinting required.
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Fluency in English both written and spoken required.
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Proven track record of building high performance contact center teams with high employee retention.
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Demonstrated superior written and communication skills
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.
Empower
Customer Success
45 open roles on Sydicom
Empower is a prominent financial services company. They provide retirement planning, investment management, and financial advice services to individuals and institutions.
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