Sr. Director for Customer and Specialty Service
Core
Strategic and operational leadership for multiple Customer Service functions (Hardship Support, Premier/Brokerage IRA, Assist, Omni Channel) in Manila, aligning with U.S. business strategy.
Role type
Senior Director, Customer Service Operations
Builds
Customer service operations and support for financial products (IRAs, Brokerage)
Domain
Financial Services / Customer Service
Required skills
Strategic leadership, operational performance management, talent development, regulatory compliance (FINRA), data analysis, resource allocation, cross-functional collaboration
Preferred skills
Experience in retirement services, brokerage operations, geographically dispersed teams, contact center workforce planning
Technologies
None explicitly stated
Responsibilities
Lead Managers and Senior Managers across service lines; Partner with U.S. leadership on strategy; Own KPIs for service levels and customer satisfaction; Ensure regulatory compliance; Oversee operational risk and internal controls; Direct omnichannel operations; Analyze business data for improvement.
Seniority
Senior Director, strategic leadership