CS Lab Team 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

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 the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

As a Remitly Customer Success Team Manager, you provide outstanding support to our Customer Protection, Complaints, 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. This position will be opened in Manila.

Primary Duties And Responsibilities

• Customer Experience Expertise
• Supports Associates deliver on service promises effectively and efficiently as individuals and as a team.
• Acts as a go-to expert for Supervisor call/ escalated customer calls and keep abreast with product and process updates and / or changes that affect customer service.
• Inspirational Leader of Teams
• Knows and understands individual team member strengths, personality, and work tendencies, and builds a strong connection and trust within the team.
• Is accountable for the team’s day-to-day activities and the achievement of established service promises at the individual and at the team level.
• Fosters a cohesive, creative, and fun working environment, mediating interpersonal issues within the team (if any)
• Leads the team's performance management, career development, learning and development, and engagement.
  
  

• Engagement Champion
• Are role models for Remitly cultural values
• Coach Associates on cultural values
• Ensures team members are engaged, their values and performance aligned with Remitly standards, and the right employees are retained, recognized, and rewarded.
  
  

• Outstanding Facilitator
• Facilitates team huddles / meetings and communicates team 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
  
  

• Developer of exceptional talent
• Coaches for performance and service standards - individually and as a team
• Coaches for individual development of their Associates
• Mentors on development, soft skills, performance mgt (may liaise with and obtain inputs from different stakeholders)
• Coaches on Behavior, policy adherence, discipline, and labor regulations
• Manages individual development plans for their Associates based on their strengths and opportunities.
  

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 reengineering.
• 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.
• Communicates effectively - 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.
• Provides insights and learnings as driven by specific project needs.
• Interacts and communicates effectively and timely with Program and/or Project Managers regarding findings, outcomes, and results of projects.
• Answers queries from the Team Manager, Program Specialist, Program Manager, and Product Manager ensure continuous learning of the Company’s processes.
• Operations Manager experience is a plus.
  
  

Working Conditions

• On-site work based in Greenfield, Mandaluyong
• Must be flexible with schedule changes and rest days, depending on business needs
  
  

Internal Qualifications

• Open to CPA, CARE, FSI, CSI and Multiproduct
• Must be CPT trained.
• Strong CS & Risk Experience
• B2B Experience is a plus but not required.
• Have worked for Remitly for at least 12 months and have been in their current position for at least 6 months.
• Have received a rating of no lower than “Strong Impact” on most recent performance reviews and must not currently be on a Performance Improvement Plan.
• Should not have had any DA, no verbal, written, and final warning for the past 6 months. No suspension for the past 12 months.
  
  

External Qualifications

• 3 years of experience as a team manager
• Background in customer service and risk management
• B2B experience is a plus, but not required
  
  

Our Benefits

• Rice Allowance
• Transportation Allowance
• Paid Vacation
• Medical, Dental & Vision
• Accident and Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming 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.