{"id":3324599,"url":"https://alion.io/job/empower-sr-mgr-client-service","title":"Sr Mgr Client Service","company":{"id":3694,"name":"Empower","domain":"empower.com","url":"https://alion.io/company/empower","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0.125,"time_to_fill_p50_days":14,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":29000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1466},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-27T09:23:45Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T16:53:53Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"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.\nChart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.\nThe 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.\nWhat You Will Do\nLead, coach, mentor, and develop a team of inbound contact center representatives supporting retail financial services customers.\nManage daily contact center operations to ensure achievement of established service levels, productivity standards, quality assurance measures, and customer satisfaction goals.\nMonitor and evaluate individual and team performance using call center metrics, quality monitoring results, and operational reporting to identify coaching opportunities and performance improvement needs.\nDrive operational excellence by evaluating workflows, identifying process inefficiencies, and implementing improvements that enhance service quality, productivity, and the customer experience.\nFoster a collaborative, results-oriented team culture focused on employee engagement, professional development, accountability, and customer success.\nPartner with internal business teams to resolve service challenges, improve operational processes, and support organizational objectives.\nResolve complex customer inquiries, escalations, and operational issues by applying knowledge of retirement products, financial markets, regulatory requirements, and FINRA rules.\nProvide guidance to associates on complex service matters, operational procedures, and regulatory requirements to support accurate and timely issue resolution.\nSupport compliance with applicable financial services regulations, internal policies, supervisory procedures, and service quality standards.\nConduct performance evaluations, provide ongoing feedback, and support associate development and performance improvement initiatives.\nPerform additional management responsibilities, including team planning, resource coordination, and operational oversight, consistent with the scope of the position.\nWhat You Will Bring\n10 or more years of customer service experience, preferably within the financial services industry.\n3-5 years of supervisory or people management experience, preferably in an inbound call center or contact center environment.\nStrong organizational, prioritization, and planning skills, with the ability to manage competing operational priorities.\nStrong written and verbal communication skills, including proficiency in English.\nDemonstrated ability to coach employees, address performance concerns, and support team development.\nKnowledge of customer service operations, issue escalation, and performance management practices.\nFINRA Series 7, Series 24, and Series 63 registrations required.\nFINRA Fingerprinting required upon hire.\nWhat Will Set You Apart\nProficiency with customer relationship management (CRM) systems, financial services recordkeeping platforms, and Microsoft Office applications. \nExperience with Salesforce CRM and the ability to learn Empower's proprietary recordkeeping systems.\nAbility to work independently, take initiative, and deliver results in a fast-paced, performance-driven contact center environment.\nWe 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.","description_format":"text","description_chars":4727,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Custody & Fund Administration"],"lifecycle":[{"event":"open","at":"2026-10-27T09:23:45Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.897,"p_room":1,"age_days":4,"expected_fill_days":14,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/empower-sr-mgr-client-service","json_url":"https://alion.io/job/empower-sr-mgr-client-service.json","meta":{"generated_at":"2026-11-01T18:31:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28287,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3694},"rest":"https://alion.io/mcp/rest/get_company?id=3694"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fempower-sr-mgr-client-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fempower-sr-mgr-client-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fempower-sr-mgr-client-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/empower-sr-mgr-client-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fempower-sr-mgr-client-service"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3324599}},{"tool":"search_jobs","arguments":{"company":"empower.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3324599},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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