Disputes Team Manager at Remitly Global in Manila

Job description

Job Description: At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward. We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders. About the role: As a Disputes Team Manager, you provide outstanding support to our Disputes Investigators in Manila and Managua. Your primary focus in this critical leadership role is to build and manage a high performing and highly engaged team, provide process improvement recommendations to improve the existing chargeback & disputes workflow and improve overall employee engagement. This is achieved through coaching and providing guidance on career development, Remitly cultural values, and individual and team performance, as well as overseeing the team’s daily activities. You get to create an environment of empowerment for your team, and amazing experiences for your customers. This position will be opened in Manila. Primary Duties and Responsibilities: Customer Experience Expertise Supports Associates deliver on service promises effectively and efficiently as individuals and as a team. Acts as a go-to expert for Supervisor call/ escalated customer calls and keep abreast with product and process updates and / or changes that affect customer service Fraud Detection and Prevention Expertise Strong detection, prevention and documentation of fraud patterns. Deep-dives on emerging and identified fraud patterns Inspirational Leader of Teams Knows and understands individual team member strengths, personality, and work tendencies, and builds a strong connection and trust within the team. Is accountable for the team’s day-to-day activities and the achievement of established service promises at the individual and at the team level. Fosters a cohesive, creative, and fun working environment, mediating interpersonal issues within the team (if any) Leads the team's performance management, career development, learning and development, and engagement. Engagement Champion Are role models for Remitly cultural values Coach Associates on cultural values Ensures team members are engaged, their values and performance aligned with Remitly standards, and the right employees are retained, recognized, and rewarded. Outstanding Facilitator Facilitates team huddles / meetings and communicates team and company goals / initiatives effectively. Facilitates feedback gathering where Associates feel open and safe sharing their positive and constructive feedback. Communicates transparently in coordination with relevant stakeholders - Customer Success leadership, Site leadership, HR, Program Managers, etc Developer of exceptional talent Coaches for performance and service standards - individually and as a team Coaches for individual development of their Associates Mentors on development, soft skills, performance mgt (may liaise with and obtain inputs from Program Specialist) Coaches on Behavior, policy adherence, discipline, and labor regulations Manages individual development plans for their Associates based on their strengths and opportunities. Functional Competencies: Mastery of Product, Process, Business Economics and Service Standards. Excellent critical thinking, investigative and problem-solving skills. Business level impact understanding. Demonstrates self-