VP Customer Service Operations at Empower Annuity Insurance Company of America

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

0.0

Posted On

20 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Executive Leadership, Contact Center Management, Operational Governance, KPI Management, Budgeting, Regulatory Compliance, Risk Mitigation, Talent Development, Strategic Planning, Stakeholder Management, Financial Services Operations, Performance Management

Industry

Financial Services

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. 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. Want the latest money news and views shaping how we live, work and play? Stay in the know with The Currency and sign up for Empower’s free newsletter. Remote and Hybrid Positions For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment will be provided. You may be required to work in the office if you do not have an adequate homework environment and the required internet connection. Follow Empower Facebook, LinkedIn, X, Instagram, & Glassdoor

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Responsibilities

Provide executive leadership for all Philippines-based customer service operations to align the operating model with U.S. strategy and standards. Accountable for KPIs, budget adherence, regulatory compliance, and the development of a sustainable leadership pipeline.