Senior Team Manager, Customer Success

Job Description:

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 teams 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 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 companys culture.

• Stays connected and close to our customers needs making sure this needs are satisfied.

• Developing Employees ability to review and analyze employees strengths and areas of opportunities to distinguish their talents and development needs bringing them in line with the companys 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 peoples 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 3 years of experience as an Operations Manager

Work Setup

• Onsite at Greenfield Mandaluyong

• Shifting schedule depending on business needs

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

Our Connected Work Culture: Driving Innovation Together

At Remitly we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration where ideas ignite and challenging problems find solutions faster. For corporate team members we have an in-office expectation of at least 50% of the time monthly typically achieved by coming in three days a week. This creates a consistent meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their teams specific needs. These intentional in-office moments are vital for deepening relationships fueling creativity and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates in full compliance with applicable laws and regulations.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.