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
