Job Description:

Title: Head of Operations 

At Remitly, we help immigrant communities around the world send over $6 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. Our vision is to transform lives with trusted financial services that transcend borders.  At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

The Role

As Head of Operations for Customer Protection at Remitly Manila site, your task will be to help transform the traditional global remittance industry, specifically through developing, managing, and leading a world-class Customer Protection (CP) team as well as policy, process, and tool improvements. 

This includes managing, executing, and continuously improving the ongoing Customer Protection support needed to meet service level agreements (SLA), quality and productivity targets; making key hiring decisions, implementing succession plans, developing people, and managing individual and team performance; leading and executing the operational direction of the site CP team in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company; and providing project management as it relates to the operational support of current and future products, services, and markets. This role will also be accountable for representing our customer and associate voices across the company to drive upstream improvements. 

We are looking for exceptional people who are willing to roll up their sleeves in a fast-paced financial technology company and be part of the transformation. The successful candidate must excel as a self-starter and work well with cross-functional teams. The Head of Operations will report directly to the Manila Site Director. This position is based in Mandaluyong City, Philippines.

What You’ll Do

• Build, implement and execute Customer Success (CS) Global Risk Strategy together with CS Risk Strategy and Risk Product teams

• Partner with internal teams to build effective mechanisms to measure and manage the quality of Risk tasks

• Partner and engage with Product and Program Managers in continuous improvement experiments and recommendations for global standardization

• Support and manage Manila CPT with Sr Managers and Sr Team Managers as your direct reports

• Drive team and individual success against key performance indicators (KPIs) for areas of responsibility.

• Execute on succession planning, recruiting, retention and career, development tactics directly and in conjunction with peers, Human Resources (HR), and Recruiting.

• Develop and execute operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements, and scalability.

• Proactively identify operational risks or issues and work closely with internal and external partners and stakeholders for solutions.

• Identify and contribute to the creation of new metrics, KPIs, reporting, and monitoring to drive operational excellence.

• Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.

• Role Model and promote the Remitly core values at all levels of the operations.

Who You Are

• 5+ years experience in banking or financial sectors, with increasing responsibility to work across functions, both internally and externally

• 5+ years experience managing large teams and collaborating globally

• 5+ years experience in risk management, internal control, compliance, fraud prevention or auditing.

• Experience working with a 24x7 environment and a willingness to adjust schedules to accommodate emerging business

• Extensive experience working in business development, product management or client engagement roles

• Strong alignment to our mission and values

• Trustworthy, and acts with integrity

• Customer-centric – focused on finding and meeting client’s needs that result in high impact solutions, keeps client’s interests at the forefront, and continually seeks to add value

• An empathetic partner, able to collaborate and lead results with cross-functional teams

• Passionate about customer experience and willing to sweat the details and dive in to solve customer friction

• Proven success in communicating well, and leading change with stakeholders and senior leaders

• Data-driven, excellent analytical skills with the ability to tailor analysis to explain trends and patterns

• Second language a plus such as Tagalog, Spanish, French, German, Chinese 

• Bachelor's degree required, MBA preferred

Who we are

Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Sounds like the place for you? Join us.

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.