Senior Team Manager, Partner Quality Leads

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:

We are seeking a detail-oriented and dynamic PQL Senior Team Manager to oversee the performance, development, and operations of our Partner Quality Leads (PQLs). In this role, you will collaborate across teams to ensure efficient workflows, equal workload distribution, and seamless integration of new processes and partners. Acting as a vital liaison between internal teams and external partners, you will drive operational excellence in support of our global disbursement network. The role will be able to lead the delivery of PQL work, development of processes and operations.

You Will:

• PQL Performance Management: Track and monitor the performance of PQLs within your region and their assigned projects, ensuring adherence to service level agreements (SLAs) and business objectives.

• Scheduling & Coverage: Adjust schedules to meet business needs and ensure 24/7 coverage to support operational requirements.

• Training & Development: Facilitate or coordinate training for new and existing PQLs to enhance their technical and operational capabilities.

• Incident Response: Serve as the first point of contact for escalations when PQLs miss pages on PagerDuty, taking appropriate action to resolve issues promptly.

• Workload Distribution: Collaborate with fellow PQL managers to maintain balanced workloads and consistent performance standards across teams.

• Partner Integration: Work closely with the Global Disbursement Network (GDN) team to monitor and analyze the success of new partner integrations and launches.

• Cross-Functional Coordination: Build strong partnerships with external stakeholders and coordinate action across Remitly squads to address daily operational needs and disbursement challenges.

• Proactive Program Development: Design and implement new initiatives to optimize PQL effectiveness in collaboration with the Senior Program Manager.

• Collaborate with partners to establish and monitor kKPIs or to set performance goals and establish quality benchmark.

• Subject Matter Expertise: Provide guidance to the operations team on best practices for transaction handling and operational processes.

• Escalations & Ad-Hoc Tasks: Manage escalations, investigations, and ad-hoc requests as they arise, ensuring swift and thorough resolution.

• Assess the quality status and be able to demonstrate effective implementation of quality assurance to stakeholders.

You Have:

• 5+ years of experience in financial services, preferably within the remittance industry.

• 2+ years of managerial experience with a proven track record of leading successful teams.

• Strong project management skills with the ability to prioritize and execute in a fast-paced environment.

• Ability to thrive in dynamic environments, manage multiple tasks, and work under pressure.

• Excellent communication skills for managing internal and external stakeholders.

• Preferred: Experience with SQL or other data tools to analyze trends and make data-driven decisions.

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.