Job Description:
At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.About the role:
As a Remitly Business Team Manager, you provide outstanding support to our Business CS operations in Manila and Managua. Your task is to help transform the traditional global remittance industry, specifically through developing, managing and leading world-class operations teams supporting business partners across the globe. This includes managing, executing and continuously improving the ongoing operations support needed to meet service level agreements (SLA), quality and productivity targets; making key hiring decisions, implementing succession plans, developing business customer associates and managing individual and team performance; supporting and executing the operational direction of the global new initiatives team in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company; and providing project/program management as it relates to the operational support of current and future products, services and markets.
This position will be opened in both Manila and Managua Service Delivery Center. As a Remitly Business Team Manager, you will lead the service delivery supporting a wide variety of Business Products - e.g. Remitly Access, SMB and Remitly Access Partnerships.
You Will:
Drives team and individual success against key performance indicators (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.
You Have:
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
Internal Qualifications:
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.
Working Conditions:
Must be willing to work on-site with hybrid flexibility based on business needs
Must be amenable to work during weekends and holidays
Willing to travel based on business needs
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 team's 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.