Sr Mgr Client Service (Financial Services)

Location: Onsite in City of Taguig, Metro Manila, Philippines

Company

hirify.global provides financial services focused on helping customers achieve financial freedom through retirement and investment-related products.

What you will do

• Lead, coach, mentor, and develop inbound contact center representatives supporting retail financial services customers.
• Manage daily contact center operations, including service levels, productivity, quality assurance, customer satisfaction, resource coordination, and team planning.
• Monitor call center metrics, quality results, and operational reports to identify coaching and performance improvement opportunities.
• Evaluate workflows, resolve service challenges, and implement improvements to service quality, productivity, and customer experience.
• Resolve complex customer inquiries, escalations, and operational issues involving retirement products, financial markets, regulatory requirements, and FINRA rules.
• Partner with internal teams and support compliance, performance evaluations, feedback, training, and associate development initiatives.

Requirements

• 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.
• 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 are required.
• FINRA fingerprinting is required upon hire.

Nice to have

• Proficiency with CRM systems, financial services recordkeeping platforms, and Microsoft Office applications.
• Experience with Salesforce CRM and the ability to learn proprietary recordkeeping systems.
• Ability to work independently, take initiative, and deliver results in a fast-paced, performance-driven contact center environment.

Culture & Benefits

• Flexible work environment with onsite workplace flexibility for this role.
• Opportunities for internal mobility and career growth.
• Focus on purpose, well-being, work-life balance, inclusion, and community volunteering.
• Culture centered on service excellence, accountability, employee engagement, professional development, and continuous improvement.