Team Manager, Business Operations

Job Description:

Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products and services on the planet. Since 2011, we have been tirelessly delivering on our promises to immigrants sending their hard earned money home. Today, we are proud to have served millions of customers globally with Remitly and our newly launched SMB solutions allows our business customers to provide remittance solutions to their customers. We strive daily to meet our promise to our customers by building peace of mind into everything we do.

As a Remitly Business Team Manager, you provide outstanding support to our Business CS operations in Manila and Managua. Your task is to help transform the traditional global remittance industry, specifically through developing, managing and leading world-class operations teams supporting business partners across the globe. This includes managing, executing and continuously improving the ongoing operations support needed to meet service level agreements (SLA), quality and productivity targets; making key hiring decisions, implementing succession plans, developing business customer associates and managing individual and team performance; supporting and executing the operational direction of the global new initiatives team in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company;  and providing project/program management as it relates to the operational support of current and future products, services and markets.

This position will be opened in both Manila and Managua Service Delivery Center. As a Remitly Business Team Manager, you will lead the service delivery supporting a wide variety of Business Products - e.g. Remitly Access, SMB and Remitly Access Partnerships.

Job Duties and Responsibilities:

• Drives team and individual success against key performance indicators (KPIs) for areas of responsibility.

• Account Management expert willing to dive deep in understanding business customer escalations and owns complex issues to deliver best in class customer experience.

• Manages performance of multiple direct reports including front line Business Customer Associates and Program Specialists – as well as additional individual contributor roles as needed.

• Responsible for owning, leading and managing specific Remitly Business worktype ensuring high level performance and continuous improvement of the standard operating procedures. 

• Leads performance management, career development, learning and development, and engagement of their direct reports(Business Customer Associates). 

• Contributes to the development of and then executes on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.

• Proactively identifies operational risks or issues and works closely with internal and external partners and stakeholders for solutions including but not limited to Program Managers, Product Managers, Learning & Development team, Legal & Compliance teams and other relevant stakeholders.

• Responsible for monitoring Remitly Business KPI to drive operational excellence.

• Actively nurture appropriate communication and feedback loops inside the team to leverage insights and learning to their fullest potential.

• Ensure adequate and the appropriate level of operations support capacity for assigned shifts, teams and initiatives on an ongoing basis.

• Ensures team members are engaged, their values and performance aligned with Remitly standards, and the right employees are retained, recognized and rewarded

• Provides inspired leadership for the organization.

• Helps promote a company culture that encourages top performance and high morale.

• Develops measures to motivate employees and undertake office management.

• Proactively identify ways of improving the work environment and the business operations.

• Facilitates communication and company goals and/or initiatives effectively.

• Works with Global Senior Manager, Program Managers and Product Managers to determine objectives for short and long term goals.

• Develop partnerships with other departments, specialized departments (Complaints, Partner Support, etc.) to ensure end-to-end service resolution delivery is provided to business customers.

• Supports and leads effective communication to associate level.

• Provides support with 1:1 observation and coachings to develop Business Customer Associates

• Collaborates with other senior team managers to support the effective implementation of any program specific initiatives to deliver best in class customer experience

• Ensure all legal and regulatory items are raised and monitor compliance policies and procedures.

• Active involvement in performance reviews of business customer associates.

• Keep a close eye on the adherence to policies, objectives and goals.

• Execute on succession planning, recruiting (as hiring manager), retention and career development tactics directly and in conjunction with peers, Human Resources (HR) and Recruiting.

• Stay connected and close to our business customers' needs, making sure these needs are satisfied and willing to go above and beyond to deliver the best service to business customers.

• Role model for Remitly cultural values.

Working Conditions:  

• Must be willing to work on-site

• Must be amenable to work during weekends and holidays

• Willing to travel based on business needs

Job Qualifications:

• Bachelor’s degree in technical, business, or equivalent experience.

• Minimum of three years experience in an operations management capacity or five years of team management capacity in a fast paced environment

• Experience in managing B2B, B2C and X2B operations preferred

Our Benefits:

• In Site Subsidized Meals

• Transportation

• Employee Stock Purchase Plan (ESPP)

• Mental Health & Family Forming Benefits

• Private Life Insurance

• On site Clinic and Remitly Doctor

• Continuous learning tools & certification programs

• Two consecutive days off

Who we are:

Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Sound like the place for you? Join us.

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.