Global B2B Operations Team Manager (Onsite)

REMITLY PHL OPERATIONS INC; Mandaluyong; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Rice Allowance

Transportation Allowance

Paid Vacation

Medical Coverage

Dental & Vision

Accident & Life Insurance

ESPP

Mental Health Benefits

Family Forming Benefits

Job summary

Remitly PHL Operations Inc in Manila and Mandaluyong is seeking a Remitly Business Team Manager to lead Business CS operations globally, ensuring SLA, quality, and productivity targets across partners.

You will recruit and coach teams, manage KPIs, handle escalations, develop roadmaps, and collaborate with Product, Legal, and Compliance to deliver end-to-end service. Onsite work in Greenfield, Mandaluyong.

Qualifications

• Minimum of three years of experience in people management in a fast paced operations environment.
• Experience managing B2B, B2C, and X2B operations is highly preferred
• Experience in managing fintech or financial accounts is a plus
• A bachelor's degree in a technical or business field, or equivalent experience, is a plus

Responsibilities

• Drives team and individual success against KPIs for areas of responsibility.
• Account management expert willing to dive deep in understanding business customer escalations and owns complex issues to deliver best in class customer experience.
• Manages performance of multiple direct reports including front line Business Customer Associates and Program Specialists – as well as additional individual contributor roles as needed.
• Responsible for owning, leading and managing specific Remitly Business worktype ensuring high level performance and continuous improvement of the standard operating procedures.
• Leads performance management, career development, learning and development, and engagement of their direct reports(Business Customer Associates).
• Contributes to the development of and then executes on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.
• Proactively identifies operational risks or issues and works closely with internal and external partners and stakeholders for solutions including but not limited to Program Managers, Product Managers, Learning & Development team, Legal & Compliance teams and other relevant stakeholders.
• Responsible for monitoring Remitly Business KPI to drive operational excellence.
• Actively nurture appropriate communication and feedback loops inside the team to leverage insights and learning to their fullest potential.
• Ensure adequate and the appropriate level of operations support capacity for assigned shifts, teams and initiatives on an ongoing basis.
• Ensures team 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.
• Proactively identify ways of improving the work environment and the business operations.
• Facilitates communication and company goals and/or initiatives effectively.
• Works with Global Senior Manager, Program Managers and Product Managers to determine objectives for short and long term goals.
• Develop partnerships with other departments, specialized departments (Complaints, Partner Support, etc.) to ensure end-to-end service resolution delivery is provided to business customers.
• Supports and leads effective communication to associate level.
• Provides support with 1:1 observation and coachings to develop Business Customer Associates
• Collaborates with other senior team managers to support the effective implementation of any program specific initiatives to deliver best in class customer experience
• Ensure all legal and regulatory items are raised and monitor compliance policies and procedures.
• Active involvement in performance reviews of business customer associates.
• Keep a close eye on the adherence to policies, objectives and goals.
• Execute on succession planning, recruiting (as hiring manager), retention and career development tactics directly and in conjunction with peers, Human Resources (HR) and Recruiting.
• Stay connected and close to our business customers' needs, making sure these needs are satisfied and willing to go above and beyond to deliver the best service to business customers.
• Role model for Remitly cultural values.

Skills

People management

Operations leadership

B2B/B2C/X2B operations

Stakeholder management

Onsite coordination

Education

Bachelor's degree in technical or business field

Job description

Remitly PHL Operations Inc in Manila and Mandaluyong is seeking a Remitly Business Team Manager to lead Business CS operations globally, ensuring SLA, quality, and productivity targets across partners.

You will recruit and coach teams, manage KPIs, handle escalations, develop roadmaps, and collaborate with Product, Legal, and Compliance to deliver end-to-end service. Onsite work in Greenfield, Mandaluyong.