Workforce Manager

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:

If you have a passion for solving problems and enjoy working with collaborative teams, Remitly will provide an environment where you will be challenged and inspired every day. The Workforce Manager will report directly to the Global Workforce Leader of Customer Success. Your task will be to ensure the best experience to all customers

The Workforce Manager will help ensure Remitly's operations globally are rightly staffed to deliver the right experience to our customer, while keeping a close check on investor satisfaction (Productivity, Cost Control).

Your task will be to transform workforce management practice specifically Forecasting (Including Seasonality, Project Releases), Capacity planning, Scheduling & Realtime Management.

Additionally, you will have people management responsibilities.

You Will:

• Review and validate ML forecasting output with trend and dig through actual reasons of deviations/aberrations to ensure that the forecast supplied for capacity planning has not more than 5% deviation. This will also need coordination with multiple partners from ML, Program, Operations & Workforce teams.

• Coordinate with the Remitly ML, Analytics & Workforce team to provide a 52-week outlook to plan right. 

• Coordinate with CS Program and CS Product teams to understand the impact of new launches and work with capacity planning to ensure HC is rightly staffed for new launches.

• Monitor & Review Service Level Agreements on daily basis, Identify the reason of missed performance and plan appropriate corrective action if the gap relates to Capacity, Scheduling or RTA.

• Identify and contribute to the creation and validation of new reporting and monitoring to ensure metrics improvement.

• Work with CS Program & Product partners to land changes on the technology end and ensure limited performance issues as we navigate the change.

• Design regular communication and feedback loops inside the team and throughout the company to use insights and learning to their fullest potential.

• Maintain methods and procedures; identify business process excellence improvement opportunities, contributing to overall design and execution

• Maintain a detailed record of activities, actions and impacts; and prepare departmental updates on regular frequency.

• Work and communicate with Remitly's teams such as Marketing, Compliance, Fraud Product, Finance, Data Analytics, Engineering and Operations – and external teams such as a BPO.

You Have:

• Bachelor’s degree in a technical, business, or analytical field (Mathematics, Computer Science, Statistics, Engineering or related experience)

• 5+ years of experience with workforce, forecasting, capacity analysis, scheduling and reporting

• Knowledge of Excel is a plus (Macros and VBA scripting)

• Experience conceptualizing, developing, testing, implementing capacity and workforce projects of internal or external partners

• Experience analyzing different types of data to support our needs and present the results in concise visualization formats

• Experience documenting customer pain points, workflows, and requests and lead solutions.

Additional Information:

• Hybrid setup, 4 days work on site

• Can work on weekends and flexible working hours

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.