VP Customer Service Operations

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 Vice President, Enterprise Customer Service – Philippines provides enterprise leadership for all customer service operations based in the Philippines, with accountability across customer segments. This role serves as the most senior customer service leader in-country and is responsible for maturing the operating model, driving operational realignment, and institutionalizing disciplined, standardized practices aligned to U.S.-based customer service strategy, governance, and experience standards. This leader plays a critical role in advancing an One Empower culture, ensuring the Philippines organization operates as an integrated extension of the broader enterprise rather than a standalone site. Through close partnership with U.S. leadership and customer service counterparts, this role ensures a consistent, high-quality customer experience regardless of geography while strengthening cultural alignment, shared accountability, and enterprise-wide ways of working.

What You Will Do

• Provide executive leadership for all Philippines-based customer service operations spanning customer segments.
• 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.
• Own operational accountability for KPIs, budget adherence, regulatory compliance, and service quality.
• Anticipate and mitigate operational, regulatory, and reputational risks associated with offshore service delivery.
• Set clear expectations for leadership behaviors, decision-making, and accountability aligned to One Empower values and People Leader competencies.
• Make timely and effective talent decisions to address performance, capability, or behavioral gaps at leadership levels.
• Build a sustainable leadership pipeline capable of supporting future growth, complexity, and expanded scope.
• Lead operational readiness for audits, regulatory reviews, and risk assessments impacting Philippines-based customer service operations.
• Prepare the organization for future scale by developing sustainable workforce, governance, and operational practices that support growth beyond current size.
• Partner with enterprise leaders to assess and support expansion of scope, capabilities, or complexity over time.
• Accountable for achieving budget targets and driving improved cost to serve by increased self-service & driving down cost per call.
• Reinforce a One Empower culture by promoting shared purpose, inclusive leadership, and enterprise-wide collaboration across geographies.
• Serve as a visible, trusted leader who models enterprise values and strengthens employee engagement during periods of change and maturation.
  
  

What You Will Bring

• Bachelor’s degree required or 10 years of additional experience in a financial services, customer service, or a contact center environment.
• 10+ years experience in financial services or contact center environments.
• 8+ years in progressively expanding leadership roles.
• Previous call center experience in the financial services industry is required.
• FINRA Series 7, 24, 63 and 65 required.
• FINRA Fingerprinting required.
• Fluency in English both written and spoken required.
• Proven track record of building high performance contact center teams with high employee retention.
• 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.

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