Operations Manager, Customer Protection Team
Core
Lead and manage high-performing Customer Service, Customer Protection, CARE, FSI, and CSI operations teams in Manila and Managua to support Remitly's mission of serving immigrants.
Role type
Senior Team Manager, Customer Protection & Operations
Builds
Customer service and protection operations for Remitly's money transfer and banking products
Domain
Financial services / Money transfer / Immigration support
Deliverable
client delivery
Required skills
Team leadership, performance management, career development, coaching, operational policy development, budgeting, compliance monitoring, strategic planning, stakeholder communication, talent development, process optimization
Preferred skills
Cultural value mastery (Customer Centricity, Empathetic Partner, Be an Owner), critical thinking, problem solving, situational adaptability, assertive communication
Technologies
None stated
Responsibilities
Lead performance management, career development, and engagement for the team; Develop and implement operational policies and procedures; Oversee budgeting, reporting, planning, and auditing; Ensure adherence to legal and regulatory documents and company policies; Coach and develop team managers and specialists to increase performance and morale; Make strategic business decisions and establish performance parameters
Seniority
Senior, hands-on IC with team leadership