Global Financial Services Operations Lead
7 days ago
Remitly, Inc. is a leading fintech company that aims to revolutionize global financial services by providing trusted and borderless payment solutions.
We are seeking a highly skilled and experienced Global Financial Services Operations Lead to join our team. As a critical member of our operations team, you will play a key role in ensuring the seamless launch of new payment methods, corridor expansions, and partner integrations across our customer service teams.
Your primary responsibility will be to design scalable processes, identify and mitigate risks, and ensure a flawless customer experience during product launches. You will work closely with Product, Engineering, Change Management, and CS teams to achieve this goal.
Key Responsibilities:
- Develop and implement detailed playbooks, processes, and workflows for smooth partner launches.
- Collaborate with Product, Engineering, and Customer Service to identify and address operational gaps or risks before launching a new payment or disbursement partner.
- Lead cross-functional coordination to resolve dependencies and preempt customer-impacting issues.
- Act as the primary liaison between Customer Service, Product, and Engineering teams to drive alignment and improve Customer experience in relation to partner launches.
- Equip Customer Service teams with the knowledge, tools, and resources to effectively support new corridors, payment methods, and partners.
- Own creating and ensuring the documentation related to partners is published prior to partner launches.
- Use data to monitor Customer Service launch performance, identify gaps, and refine processes post-launch.
- Facilitate discussions with stakeholders to align priorities and gather insights for successful implementations for partner launches.
Requirements:
- 5+ years of experience in quality, operations, or a similar role within fintech or payments.
- Strong organizational and project management skills, with the ability to balance multiple priorities and deadlines.
- Exceptional communication and collaboration skills, capable of aligning diverse teams.
- Analytical mindset with a track record of using data to drive decision-making.
- Proven success in developing and scaling cross-functional processes.
- Proficiency in English; additional languages are a plus.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
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