Head of Operations

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.

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

• Developing and implementing strategic plans that align with the company's goals and objectives 

• Ensuring that operational strategies contribute to the overall success of the business in partnership with CS Risk Operations Team

• Partnering with the CS Risk Operations and Product teams to build effective mechanisms to measure and manage the quality and efficiency of tasks 

• Identifying inefficiencies in existing processes and implementing improvements in partnership with the global Customer Protection and CS Risk Operations teams

• Proactively identifying operational risks or issues and working closely with internal, external partners and stakeholders for solutions

• Leading initiatives and fostering a culture of continuous improvement across Customer Protection leveraging teams and resources of the company

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

• Identifying and contributing to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence

• Monitoring and analyzing performance data to ensure targets are met, addressing performance gaps and developing strategies to improve outcomes

• Ensuring optimal use of resources, including manpower, technology, and budget. Overseeing the allocation and management of operational resources to meet business demands

• Ensure adequate and the appropriate level of operations support capacity for assigned shifts, teams and initiatives on an ongoing basis

• Leading, developing and mentoring the Customer Protection team with Sr Team Managers/Sr Managers as direct reports to achieve high levels of performance

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

• Partnering with the Learning and Development team to provide training and development opportunities to enhance team capabilities and promoting a positive and inclusive team culture 

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

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

• Leading and managing organizational change initiatives in partnership with the Change Management Team related to operational processes and communicating changes effectively to the Customer Protection team

• Ensuring that operational activities are aligned with customer needs and expectations

• Enhancing customer experience through efficient and effective operations

• Ensuring compliance with industry regulations and standards and implementing and maintaining quality management systems

• Modeling and promoting 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.