Outsourcing Process Specialist

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 incredibly 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. Join over 2,200 employees across 8 offices who are growing their careers while having a positive impact on people globally.

About the Role

As an Outsourcing Process Specialist you will play a critical part in maintaining process excellence, achieving quality targets, driving operational improvements, and ensuring readiness for change across the network of BPO sites. Your analytical skills, leadership abilities and dedication to process and tool enhancement will be essential for success in this role.

You Will

• Ensure associates across BPO sites comply with established processes and standards, consistently striving for process excellence.
• Report and deep dive on key Operations Quality metrics (First Contact Resolution, CSAT/DSAT, Repeat Contact Rate, Productivity, etc.) to identify systemic issues, trends and create process improvement opportunities for service delivery of the Customer Service and Outsourcing Network.
• Lead and own projects and initiatives focused on operational excellence.
• Provide guidance, training and support to BPO sites on processes, tools and best practices.
• Assess the network’s readiness for changes and identify potential challenges or resistance points and execute change management processes.
• Continuously monitor the progress of change initiatives, assess their effectiveness, and drive improvements based on feedback and data.
• Regularly conducts call listening, chat inspections and back office reviews to identify and validate process breakdowns, knowledge and/or skill opportunities
• Coordinates with Data Analytics for reporting and data analysis needs
• Liaise with different stakeholders (Program, Product, Compliance Management, etc.) to support Customer Service and Outsourcing operational requirements.

You Have

• Bachelor’s degree in relevant fields such as Business Administration, Supply Chain Management, International Business; a masters degree is a plus.
• Proven experience in operations management, process improvement and quality assurance.
• Strong analytical and problem solving skills.
• Detail oriented with a focus on continuous improvement.
• Familiarity with change management methodologies.
• Ability to handle multiple priorities and to meet deadlines in stressful situations.
• Ability to travel overseas (Approximately 20%).