Director for Customer Service (Financial Services)

Location: Onsite in Taguig City, Metro Manila, Philippines; overnight hours aligned with U.S. business hours

Company

hirify.global provides financial services focused on helping customers achieve financial freedom.

What you will do

• Lead 8–10 Customer Service teams through Managers, overseeing 125 or more indirect reports.
• Direct daily contact center operations, including service levels, workforce capacity, issue resolution, and real-time decisions.
• Own KPIs covering customer satisfaction, service quality, productivity, efficiency, capacity, engagement, and retention.
• Coach and develop Managers through performance management, succession planning, and talent retention initiatives.
• Partner with Human Resources, Workforce Management, Talent Acquisition, and U.S.-based Customer Service Directors on staffing, performance, and operational improvements.
• Oversee business continuity, risk management, internal controls, regulatory compliance, and remediation activities.

Requirements

• Bachelor’s degree in Business, Finance, or a related field, or four additional years of relevant experience in lieu of a degree.
• 6–8 years of management experience in customer service, contact center operations, financial services, or a related environment.
• FINRA Series 6, Series 63, and Series 26 registrations within corporate-established timelines, plus required FINRA fingerprinting.
• Experience leading multiple teams through Managers and achieving service, quality, customer experience, productivity, and efficiency objectives.
• Experience with leadership coaching, performance management, succession planning, employee engagement, retention, operational analysis, and improvement planning.
• Fluency in English and ability to work overnight hours in the Philippines in an onsite environment are required.

Nice to have

• Experience leading large-scale, multi-team contact center operations in financial or retirement services.
• Experience collaborating with U.S.-based leadership while managing operations in the Philippines.
• Experience with Workforce Management, staffing forecasts, capacity planning, and resource allocation.
• Experience overseeing risk, controls, and regulatory compliance in a regulated customer service environment.
• Experience implementing operational improvements across multiple teams or locations.

Culture & Benefits

• Flexible work environment and fluid career paths.
• Support for internal mobility, purpose, well-being, and work-life balance.
• Inclusive workplace with opportunities to volunteer for community causes.
• Collaboration across Philippines site leadership, U.S.-based teams, Human Resources, Workforce Management, and other functions.