Senior Manager, Customer Success
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description:
The Senior Manager Customer Protection Manila serves as a senior operational leader responsible for performance excellence decision quality and leadership development within Remitlys flagship CPT site. This role oversees Senior Team Managers (STMs) and their teams ensuring the successful execution of high-risk workflows including Fraud Review Identity Verification Watchlist Screening (PEP/Sanctions) Enhanced Due Diligence (EDD) High-Value Transaction handling and various critical risk operations.The ideal candidate brings strong operational judgment deep leadership experience and the ability to influence across multiple global sites and cross-functional stakeholders. This role requires a values-driven leader who builds trust drives performance and enables teams to protect customers and the business while delivering exceptional accuracy and efficiency.
Operational Leadership & Performance Management
Lead CPT Manila operations to consistently achieve and exceed KPIs
Oversee daily weekly and monthly operational governance: performance reviews RCA cycles coaching sessions calibration participation and reporting
Monitor key workflows (Fraud IDV EDD Watchlist HVAT Disputes/CSI) and ensure strict adherence to compliance accuracy standards and quality expectations
Partner with GCC/WFM to allocate staffing ensure schedule efficiency support real-time operations and maintain readiness across all shifts
Leadership Development & People Management
Lead coach and develop Senior Team Managers ensuring they have the competencies tools and support to manage Team Managers and frontline associates effectively
Role-model Remitlys values by cultivating high psychological safety strong engagement accountability and continuous improvement
Strengthen leadership bench by identifying successors guiding leadership capability growth and ensuring readiness for scale
Risk Governance & Quality
Partner with QA and CBA to ensure high standards of decision accuracy and compliance across all risk workflows
Drive RCA rigor across teams to address operational variances and reduce preventable errors
Maintain consistent decision-making discipline through structured calibration cycles with other sites and BPOs
Cross-Functional Collaboration
Work closely with CX BPO Operations QA L&D Engineering Analytics Compliance and GCC in driving operational alignment and shared goals
Represent Manila CPT in global forums contributing to standardization work scorecard governance project implementation and decision frameworks
Strengthen communication between Manila and other CPT sites (MGA BPO locations) ensuring process consistency and insight-sharing
Innovation Insights & Continuous Improvement
Identify opportunities to automate workflows reduce manual friction and implement data-driven improvements
Champion an insights-driven culture using data and reporting to inform decisions identify trends and drive meaningful change
Support modernization initiatives and adopt optimization strategies that improve accuracy turnaround time and team capability
Required Experience
Minimum 3 years of experience as Senior Operations Manager and above roles
Experience managing leaders who oversee teams (e.g. Team Managers Senior Team Managers Operations Managers etc)
Strong analytical capability with proven ability to interpret data conduct RCA and make insight-based decisions
Track record of delivering consistent performance results and driving end-to-end operational improvements
Skills & Competencies
Core Leadership Competencies
Strategic Thinking: Ability to see beyond day-to-day execution identify long-term risks/opportunities and align operations with global goals
Decision Making: Strong judgment with the ability to make timely high-quality decisions in ambiguous or high-pressure situations
People Leadership: Demonstrated success in developing leaders coaching effectively fostering accountability and elevating team capability
Collaboration & Influence: Ability to build trust and strong relationships across sites and functions influencing without authority
Operational Excellence: Deep understanding of KPIs process optimization governance structures and performance accountability
Change Leadership: Comfortable navigating change engaging teams through transitions and driving adoption of new processes/tools
Behavioral Competencies:
Be an Owner: Takes full accountability for results drives solutions and follows through with discipline and integrity
Be Data Driven: Uses insights metrics and trend analysis to guide decisions and improve performance
Earn Trust Through Integrity: Communicates transparently builds trust across teams and fosters psychological safety
Aim for the Stars: Sets high standards pursues continuous improvement and leads teams to stretch beyond comfort zones
Be a Compassionate Partner: Shows empathy supports others and collaborates effectively across diverse teams and stakeholders
Additional Requirements:
Excellent written and verbal communication skills suitable for leadership and cross-functional audiences
Ability to work in a fast-paced high-stakes environment while maintaining composure and clarity
100% onsite requirement (non-negotiable) must operate from our Mandaluyong office (Greenfield) to support real-time execution and leadership presence
Willingness to work in any schedules as needed by business and aligned with local labor laws
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Required Experience:
Senior Manager
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
About Company
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