Senior Team Manager, Customer Success

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.

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 integrity, following our company's culture.
• Stays connected and close to our customers needs, making sure this needs are satisfied.
• Developing Employees, ability to review and analyze employee's strengths and areas of opportunities, to distinguish their talents and development needs, bringing them in line with the company's strategy

Cultural Values:

Mastery of Remitly Cultural Values

Has passion and experience demonstrating key cultural values

• Customer Centricity
• Empathetic Partner
• Be an Owner
• Hire and Develop Exceptional People
• Overcome Fear
• Continuously Improve

 Functional Competencies:

• Mastery of Product, Process, Business Economics and Service Standards
• Excellent critical thinking, investigative and problem solving skills
• Business level impact understanding
• Demonstrates self awareness - seeks and acts on feedback, aware of personal strengths, and has mastery over personal thoughts, feelings
• Decision Quality - makes sound decisions/calls, relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.
• Situational Adaptability - picks up on situational cues and adjusts in the moment, and adapts personal, interpersonal, and leadership behavior.
• Customer Focus - anticipates customer needs and provides services that are beyond customers expectations, uses customer insights to drive and guide the development of solutions, and serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships
• Optimizes Work Processes - identifies and creates the processes necessary to get work done and seeks ways to improve processes, from small tweaks to complete re engineering.
• Directs Work - provides appropriate guidance and direction based on people’s capabilities and service standards, holds self and others accountable for results, monitors progress by maintaining dialogue on work and results.
• Relationship: Builds Teams - establishes common objectives and shared mindset, creates a feeling of belonging and strong team morale, shares wins and rewards team efforts.
• Develops Talent - Develops others through coaching, feedback, exposure, stretch assignments, aligns employee career development goals with organizational objectives.
• Drives Engagement - empowers others and makes each person feel his/her contributions are important.
• Action Oriented- readily takes action on challenges, identifies and seizes new opportunities and displays a can-do attitude in good and bad times, and steps up to handle tough issues.
• Assertive Communication - is effective in a variety of communication settings, one-on-one, small, large groups, or among diverse styles and position levels, attentively listens to others and adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization and encourages the open expression of diverse ideas and opinions
• Minimum of 5 years of experience as a Senior Team Manager or Operations Manager

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.