Complaints Team Manager at Remitly

Manila, National Capital Region, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Experience in People Management, dispute resolution, or executive escalation support in a regulated financial services company, specifically in personal payments or remittance
Comfortable influencing others, being part of cross-functional teams, managing internal and external stakeholders, and communicating project or case status
Ability to analyze information, interrogate a range of systems, review documentation and evidence, to decide on the outcome of complaints in a way that is fair, clear, and in line with regulatory requirements
Proficient in conflict resolution techniques to resolve complaints satisfactorily
Strong alignment with Remitly's mission and values
Excellent verbal and written communication to engage with team members and global stakeholders
Understanding of Remitly's mission, values, and brand guidelines
Enthusiastic about staying updated with the latest trends, news, and advancements in the regulated complaints space
Strong understanding of complaints and errors management
Proven critical thinking and decision-making skills

Responsibilities

Maintain and monitor Complaints SLA performance by ensuring timely and accurate case handling
Drive quality and productivity outcomes by setting clear expectations, monitoring results, and implementing continuous improvement initiatives
Make data-driven decisions: review dashboards and case audits; use insights to coach individuals and adjust team strategy
Support operational strategy by executing the direction of the Complaints program and aligning with company-wide priorities
Develop associates by providing coaching, feedback, and growth opportunities, while fostering accountability and engagement
Make key operational decisions that balance customer satisfaction, regulatory requirements, and business needs
Drive case operations: prioritize queues, allocate work, and coordinate with WFM/RTA on staffing, OT holds, and real-time pivots during spikes
Manage escalations: guide L2/L3 complaints and executive escalations with clear ownership, timelines, and stakeholder updates
Collaborate cross-site: partner with peer leaders across locations (e.g., MNL) to maintain consistent standards and share best practices
Advocate for customers: ensure every resolution is fair, clear, and aligned with brand and regulatory expectations

Skills

Team Leadership

SLA Management

Quality Assurance

Productivity Improvement

Data Analysis

Dashboards

Case Audits

Coaching

Regulatory Compliance

Cross-functional Collaboration

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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