Posted:
3/1/2025, 4:00:00 PM
Location(s):
Manila, Metro Manila, Philippines ⋅ Metro Manila, Philippines
Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior
Field(s):
Customer Success & Support
Job Description:
Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.About the Role:
As a Remitly Customer Success 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. This position will be opened in Manila.
Purpose
The main objective of a Monitoring Team Manager is to provide outstanding support to global operations by being a leader who builds and develops 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.
The Monitoring Team Manager is in charge of making a success of the activities carried out by each of the teams with their particular responsibilities and of providing effective information on the results to their Monitoring Sr. Team Manager and stakeholders.
Ensure smooth operations within the team
To help the Monitoring Specialist within your team to complete their task so the team meets its targets successfully
Leadership and ability to effectively manage a team as a group and individually
Knowledge of planning and goal setting processes for the team
Effectively manage and follow up on planned activities to achieve closure
Knowledge of performance indicators, their extraction and evaluation.
Knowledge of Microsoft Office or Office Suite or google suite
Expert in the Monitoring team processes to ensure success
Resolve issues and roadblocks
Remove barriers that keep the team from completing their tasks
Effective communication with team members
Open and efficient communication with key stakeholders and other departments within Remitly.
Strong interpersonal skills, leadership ability and commanding voice for the team
Knowledge of performance metrics and internal team processes
Critical analysis of problems and their solutions
Inspirational leader of teams
Capacity to understand team needs and seek those abilities effectively. Also provide on-the-job training and educational opportunities to build team strengths and improve any weaknesses.
Understand individual team member strengths, personality and work tendencies, and build a strong connection and trust within the team
Is accountable for the team’s day-to-day activities and the achievement of the established aim of service, both on the individual level and team level.
Fosters a cohesive, creative, and dynamic working environment, mediating interpersonal issues within the team, if any.
Leads the team's performance management, career development, learning and enhancing skill development, and engagement.
Empowers others and makes each person feel his/her contributions are important
Coach team members / Instant feedback observation
Effective coaching to team members on achieving goals and developing necessary skills to get results
Excellent verbal and communication skills
Coach Monitoring Specialist on cultural values
Be an empathetic partner and constructively direct
Capacity of understanding team needs and desired skills for each of the positions
Coaching Certificate
Ensures members are engaged, and their values and performance aligned with Remitly standards.
Ensures the right employees are retained, recognized and rewarded.
Establishes common objectives and shared mindset, creates a feeling of belonging and strong team morale, shares wins and rewards team efforts
Build camaraderie among the team
This person needs to ensure members of the team are working well together
Trust-building the team and bond activities between them
Facilitates huddles, meetings and communication with the team
Facilitates feedback gathering where Monitoring Specialist feels safe in sharing their positive and constructive feedback
Communicates transparently in coordination with relevant stakeholders - Customer Success leadership, Site leadership, HR, Program Managers, etc
Develop exceptional people
Effective coaching to team members on achieving goals and developing necessary skills to get results.
Coaches for performance and service promises- individually and as a team
Coaches for individual development of their Monitoring Specialist
Coaches on Behavior, policy adherence, discipline, and labor regulations
Manages individual development plans for their Monitoring Specialist based on their strengths and opportunities
Develops others through coaching, feedback, exposure, stretch assignments, aligns employee career development goals with organizational objectives.
Requirements:
Bachelor’s/College Degree, at any level is a plus
Open to CPA, FSI, CSI and B2B
Must be CPT trained
Strong CS & Risk Experience
Have worked for Remitly for at least 12 months and have been in their current position for at least 6 months.
Have received a rating of no lower than “ Strong Impact ” on most recent performance reviews and must not currently be on a Performance Improvement Plan.
Should not have had any DA, no verbal, written, and final warning for the past 6 months. No suspension for the past 12 months.
Soft skills:
Decision making
People and stakeholder management
Personal development
Critical Thinking
Strong conceptual, analytical, facilitation and conflict resolution skills
Excellent verbal and written communication
Hard skills:
Project management
Key performance indicators
Objectives and Key Results
Six Sigma or Scrum certification
Ability to respond quickly to any unforeseen circumstances and to manage stakeholders in terms of time, deliverables and expectations.
Strong alignment to Remitly’s values: Customer Centricity, Hire & Development, Exceptional People, Deliver on Promises, Continuous Improvement, Lead Authentically, Act with Integrity and Be an Owner.
Strong conversational and written communication skills
Key Competencies Required
People Management - Make sure that the team is reaching in their performance and goals, developing their skills and aiming for the stars
Project & Agile Management - Possess an understanding of an agile project management processes and procedures.
Leadership - Lead authentically and by example the team assigned, to make sure they are walking through the same goal
Results/ Action- orientation - Display attention to detail, accuracy of work, sense of responsibility toward work and ability to accomplish projects and tasks in a timely manner
Stakeholder Engagement - Has strong relationship building skills and Customer-Service Orientation, understand customer needs and handle internal stakeholders
Decision-making - can take decisions independently & display maturity while making decisions
Flexibility - Ability to adapt to change; manage complex tasks simultaneously; and manage stress on the job
Our Benefits:
We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Website: http://www.remitly.com/
Headquarter Location: Seattle, Washington, United States
Employee Count: 1001-5000
Year Founded: 2011
IPO Status: Public
Last Funding Type: Post-IPO Equity
Industries: Financial Services ⋅ FinTech ⋅ Payments