Operations Manager, Customer Protection Team at Remitly Global in Manila

Job description

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 Passbook app to provide immigrants access to banking. We strive daily to meet our promise to our customers by building peace of mind into everything we do. Job Description About the role: As a Remitly Customer Success Senior Team Manager, you provide outstanding support to our Customer Service, Customer Protection, CARE, FSI, and CSI operations in Manila and Managua. Your primary focus in this critical leadership role is to build and manage high performing and highly engaged teams. 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. Job Duties and Responsibilities: Inspirational Leader Leads performance management, career development, learning and development, and engagement. Role model for Remitly cultural values. Ensures 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. Institutes ways of improving the work environment and the business operations in the company. Outstanding Facilitator Facilitates communication 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. Assists TA with recruiting when necessary. Works with Senior Managers to determine objectives for short and long term goals. Builds alliances and partnerships with other departments and teams. Supports communication on all levels. Leads Team Managers/Program Specialists in developing their ability to effectively deliver instructions and increase performance and team morale. Provides support with 1:1 observation and coachings. Collaborates with team managers to support the effective implementation of specialists Make important policy, planning and strategy decisions.Develop, implement and review operational policies and procedures. Ensure all legal and regulatory documents are filed and monitoring compliance with policies and procedures. Oversee budgeting, reporting, planning and auditing. Identify and address problems and opportunities for the company. Establish performance parameters and ga uge employees' personal and professional targets. Active involvement on performance reviews on all levels and strategic business decisions. Institutes ways of improving the work environment and the business operations in the company. Keep a close eye on the adherence to policies, objectives and goals. Developer of exceptional talent Develops measures to motivate employees and undertake office management. Be great at coaching others to be great customer service advocates, creating team environments that have the customer at the center. Helping others succeed and developing exceptional people. Empowering others, by transmitting confidence in their ability to be successful, and accomplish their own development. Coaching, encouraging and guiding others in order to make their performance more effective and to enhance their problem solving skills. Accountability, role model for others in terms of reliability and int