Team Manager, Business Operations at Remitly

Manila, National Capital Region, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Remittance, FintechIndustries

Requirements

Account Management expert willing to dive deep in understanding business customer escalations and owns complex issues to deliver best in class customer experience
Willingness to lead service delivery supporting a wide variety of Business Products (e.g., Remitly Access, SMB, and Remitly Access Partnerships)
Ability to manage performance of multiple direct reports including front line Business Customer Associates, Program Specialists, and additional individual contributor roles
Capability to work in Manila or Managua Service Delivery Center

Responsibilities

Drives team and individual success against key performance indicators (KPIs) for areas of responsibility
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 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 nurtures appropriate communication and feedback loops inside the team to leverage insights and learning to their fullest potential
Ensures 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
Helps transform the traditional global remittance industry through developing, managing and leading world-class operations teams supporting business partners across the globe
Manages, executes and continuously improves ongoing operations support to meet service level agreements (SLA), quality and productivity targets
Makes key hiring decisions, implements succession plans, develops business customer associates and manages individual and team performance
Supports and executes the operational direction of the global new initiatives team in support of company goals and initiatives
Drives operational continuous improvement efforts leveraging teams and resources across the company
Provides project/program management as it relates to the operational support of current and future products, services and markets

Skills

Key technologies and capabilities for this role

Team ManagementOperations ManagementPerformance ManagementHiringSuccession PlanningSLA ManagementContinuous ImprovementProject ManagementProgram Management

Questions & Answers

Common questions about this position

Is this a remote position or does it require being in an office?

The position is based in either the Manila or Managua Service Delivery Center.

What salary or compensation does this role offer?

This information is not specified in the job description.

What key skills or experience are required for this Team Manager role?

The role requires expertise in account management, handling business customer escalations, managing direct reports including Business Customer Associates and Program Specialists, driving KPIs, and leading performance management and continuous improvement of procedures.

What is the company culture like at Remitly?

Remitly has a passionate team of over 2,800 Remitlians worldwide united by a vision to transform lives with trusted financial services, seeking builders, reimaginers, and global thinkers at the intersection of technology, trust, and transformation.

What makes a strong candidate for this Business Team Manager position?

Strong candidates will have experience leading operations teams, managing performance and development of direct reports, driving KPIs and continuous improvement, and handling complex business customer escalations to deliver excellent service.

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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