Monitoring Team Manager

Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

As a Remitly Customer Success 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. This position will be opened in Manila.

Purpose

The main objective of a Monitoring Team Manager is to provide outstanding support to global operations by being a leader who builds and develops 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.

The Monitoring Team Manager is in charge of making a success of the activities carried out by each of the teams with their particular responsibilities and of providing effective information on the results to their Monitoring Sr. Team Manager and stakeholders.

Ensure smooth operations within the team

• Leadership and ability to effectively manage a team as a group and individually
• Knowledge of planning and goal setting processes for the team
• Effectively manage and follow up on planned activities to achieve closure
• Knowledge of performance indicators, their extraction and evaluation.
• Knowledge of Microsoft Office or Office Suite or Google Suite
• Expert in the Monitoring team processes to ensure success

Resolve issues and roadblocks

• Effective communication with team members
• Open and efficient communication with key stakeholders and other departments within Remitly.
• Strong interpersonal skills, leadership ability and commanding voice for the team
• Knowledge of performance metrics and internal team processes
• Critical analysis of problems and their solutions

Inspirational leader of teams

• Capacity to understand team needs and seek those abilities effectively. Also provide on-the-job training and educational opportunities to build team strengths and improve any weaknesses.
• Understand individual team member strengths, personality and work tendencies, and build a strong connection and trust within the team
• Is accountable for the team's day-to-day activities and the achievement of the established aim of service, both on the individual level and team level.
• Fosters a cohesive, creative, and dynamic working environment, mediating interpersonal issues within the team, if any.
• Leads the team's performance management, career development, learning and enhancing skill development, and engagement.
• Empowers others and makes each person feel his/her contributions are important

Coach team members / Instant feedback observation

• Excellent verbal and communication skills
• Coach Monitoring Specialist on cultural values
• Be an empathetic partner and constructively direct
• Capacity of understanding team needs and desired skills for each of the positions
• Coaching Certificate
• Ensures members are engaged, and their values and performance aligned with Remitly standards.
• Ensures the right employees are retained, recognized and rewarded.
• Establishes common objectives and shared mindset, creates a feeling of belonging and strong team morale, shares wins and rewards team efforts

Build camaraderie among the team

• Trust-building the team and bond activities between them
• Facilitates huddles, meetings and communication with the team
• Facilitates feedback gathering where Monitoring Specialist feels safe in sharing their positive and constructive feedback
• Communicates transparently in coordination with relevant stakeholders - Customer Success leadership, Site leadership, HR, Program Managers, etc

Develop exceptional people

• Coaches for performance and service promises- individually and as a team
• Coaches for individual development of their Monitoring Specialist
• Coaches on Behavior, policy adherence, discipline, and labor regulations
• Manages individual development plans for their Monitoring Specialist based on their strengths and opportunities
• Develops others through coaching, feedback, exposure, stretch assignments, aligns employee career development goals with organizational objectives.

Requirements:

• Bachelor's/College Degree, at any level is a plus
• Open to CPA, FSI, CSI and B2B
• Must be CPT trained
• Strong CS & Risk Experience
• 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.
• Soft skills:
  • Decision making
  • People and stakeholder management
  • Personal development
  • Critical Thinking
  • Strong conceptual, analytical, facilitation and conflict resolution skills
  • Excellent verbal and written communication
• Hard skills:
  • Project management
  • Key performance indicators
  • Objectives and Key Results
  • Six Sigma or Scrum certification
• Ability to respond quickly to any unforeseen circumstances and to manage stakeholders in terms of time, deliverables and expectations.
• Strong alignment to Remitly's values: Customer Centricity, Hire & Development, Exceptional People, Deliver on Promises, Continuous Improvement, Lead Authentically, Act with Integrity and Be an Owner.

Key Competencies Required:

• People Management - Make sure that the team is reaching in their performance and goals, developing their skills and aiming for the stars
• Project & Agile Management - Possess an understanding of an agile project management processes and procedures.
• Leadership - Lead authentically and by example the team assigned, to make sure they are walking through the same goal
• Results/ Action- orientation - Display attention to detail, accuracy of work, sense of responsibility toward work and ability to accomplish projects and tasks in a timely manner
• Stakeholder Engagement - Has strong relationship building skills and Customer-Service Orientation, understand customer needs and handle internal stakeholders
• Decision-making - can take decisions independently & display maturity while making decisions
• Flexibility - Ability to adapt to change; manage complex tasks simultaneously; and manage stress on the job

Our Benefits:

• Rice Allowance
• Transportation Allowance
• Paid Vacation
• Medical, Dental & Vision
• Accident and Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.