Sr Mgr Client Service

Job 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 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. What You Will Do Lead, coach, mentor, and develop a team of inbound contact center representatives supporting retail financial services customers. Manage daily contact center operations to ensure achievement of established service levels, productivity standards, quality assurance measures, and customer satisfaction goals. Monitor and evaluate individual and team performance using call center metrics, quality monitoring results, and operational reporting to identify coaching opportunities and performance improvement needs. Drive operational excellence by evaluating workflows, identifying process inefficiencies, and implementing improvements that enhance service quality, productivity, and the customer experience. Foster a collaborative, results-oriented team culture focused on employee engagement, professional development, accountability, and customer success. Partner with internal business teams to resolve service challenges, improve operational processes, and support organizational objectives. Resolve complex customer inquiries, escalations, and operational issues by applying knowledge of retirement products, financial markets, regulatory requirements, and FINRA rules. Provide guidance to associates on complex service matters, operational procedures, and regulatory requirements to support accurate and timely issue resolution. Support compliance with applicable financial services regulations, internal policies, supervisory procedures, and service quality standards. Conduct performance evaluations, provide ongoing feedback, and support associate development and performance improvement initiatives. Perform additional management responsibilities, including team planning, resource coordination, and operational oversight, consistent with the scope of the position. What You Will Bring 10 or more years of customer service experience, preferably within the financial services industry. 3–5 years of supervisory or people management experience, preferably in an inbound call center or contact center environment. Strong organizational, prioritization, and planning skills, with the ability to manage competing operational priorities. Strong written and verbal communication skills, including proficiency in English. Demonstrated ability to coach employees, address performance concerns, and support team development. Knowledge of customer service operations, issue escalation, and performance management practices. FINRA Series 7, Series 24, and Series 63 registrations required. FINRA Fingerprinting required upon hire. What Will Set You Apart Proficiency with customer relationship management (CRM) systems, financial services recordkeeping platforms, and Microsoft Office applications. Experience with Salesforce CRM and the ability to learn Empower's proprietary recordkeeping systems. Ability to work independently, take initiative, and deliver results in a fast-paced, performance-driven contact center environment. 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.