Disputes Senior Team Manager at Remitly

Manila, National Capital Region, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Fintech, RemittanceIndustries

Requirements

Experience in building, developing, managing, and leading Disputes Operations teams
Expertise in fraud detection processes, dispute resolution, and fraud management tools
Strong analytical skills for data analysis, trend identification, root-cause analysis, and action plan development
Knowledge of compliance, operational efficiency, KPIs, SLAs, benchmarks, budgeting, forecasting, and capacity planning
Proficiency in performance evaluation, reporting, monitoring, case/workflow management, and chargeback processing
Ability to collaborate cross-functionally with various departments and stakeholders
Skills in risk identification, mitigation, and continuous improvement initiatives
Up-to-date knowledge of organizational and industry trends in disputes and fraud
Leadership capabilities to model core values, foster subject matter expertise, and manage team performance

Responsibilities

Develop and implement strategic plans aligning with company goals for global operational improvement
Drive success against KPIs, develop metrics, reporting, and monitoring for operational excellence
Design and refine fraud detection processes, implement/tune fraud tools, and manage dispute resolution
Track performance against standards, SLAs, benchmarks; manage budget, forecasting, capacity, and workforce
Generate and distribute performance evaluation reports; analyze trends in disputes and resolutions
Analyze case outcomes, fraud trends, operational data; perform root-cause analysis and develop action plans
Act as point of contact for fraud/disputes management, continuous improvement, escalations, and chargebacks
Collaborate laterally with business units on disputes matters and assist with chargeback processing
Identify and mitigate operational risks with internal/external stakeholders
Stay current on trends/changes in disputes and communicate them appropriately
Model and promote company core values across operations
Foster operational expertise in fraud/disputes, partner with stakeholders for insights and strategies
Direct and manage daily workflow, processes, and functions of the Dispute Team to maximize recoveries
Monitor communication for service standards, track employee performance, increase efficiencies, and recommend enhancements

Skills

Fraud Detection

Disputes Management

Data Analysis

Strategic Planning

Team Leadership

KPI Management

Operational Efficiency

Compliance

Process Improvement

Metrics Reporting

Cross-Functional Collaboration

Global Operations

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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