Customer Protection Senior Team Manager

Managua, Nicaragua

Customer Protection Team Senior Team Manager

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 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 team’s 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 decisions.Develop, 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 gauge employees' personal and professional targets.
    • Active involvement in 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 company's culture.
    • Stays connected and close to our customers’ needs, making sure these needs are satisfied.
    • Developing Employees, ability to review and analyze employee's strengths and areas of opportunities, to distinguish their talents and development needs, bringing them in line with the company's strategy

   Functional Competencies:

  • Mastery of Product 
  • 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. 
  • 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 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, practice empowerment, aligns employee career development goals with organizational objectives, 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 complex 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. 

Qualifications:

  • Strong Customer Service & Risk Management experience
  • Bachelor's degree in business, operations management or a related field.
  • Experience in management, operations and leadership.
  • Must have at least 1 year of experience as Senior Team Manager.