CPT Team Manager
Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products and services on the planet. Since 2011, we have been tirelessly delivering on our promises to immigrants sending their hard earned money home. Today, we are proud to have served millions of customers globally with Remitly and our newly launched Passbook app to provide immigrants access to banking. We strive daily to meet our promise to our customers by building peace of mind into everything we do.
About the role:
At Remitly, we help immigrant communities around the world send over $6 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.
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.
Primary Duties and Responsibilities:
Customer Experience Expertise
Supports Associates deliver on service promises effectively and efficiently as individuals and as a team
Acts as a go-to expert for Supervisor call/ escalated customer calls and keep abreast with product and process updates and / or changes that affect customer service
Inspirational Leader of Teams
Knows and understands individual team member strengths, personality and work tendencies, and builds a strong connection and trust within the team
Is accountable for the team’s day-to-day activities and the achievement of established service promises at the individual and at the team level
Fosters a cohesive, creative, and fun working environment, mediating interpersonal issues within the team (if any)
Leads the team's performance management, career development, learning and development, and engagement
Are role models for Remitly cultural values
Coach Associates on cultural values
Ensures team members are engaged, their values and performance aligned with Remitly standards, and the right employees are retained, recognized and rewarded
Facilitates team huddles / meetings and communicates team and company goals / initiatives effectively
Facilitates feedback gathering where Associates feel open and safe sharing their positive and constructive feedback
Communicates transparently in coordination with relevant stakeholders - Customer Success leadership, Site leadership, HR, Program Managers, etc
Developer of exceptional talent
Coaches for performance and service standards - individually and as a team
Coaches for individual development of their Associates
Mentors on development, soft skills, performance mgt (may liaise with and obtain inputs from Program Specialist)
Coaches on Behavior, policy adherence, discipline, and labor regulations
Manages individual development plans for their Associates based on their strengths and opportunities
Mastery of Product, Process, Business Economics and Service Standards
Excellent critical thinking, investigative and problem solving skills
Business level impact understanding
Demonstrates self awareness - seeks and acts on feedback, aware of personal strengths, and has mastery over personal thoughts, feelings
Decision Quality - makes sound decisions/calls, relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.
Situational Adaptability - picks up on situational cues and adjusts in the moment, and adapts personal, interpersonal, and leadership behavior.
Customer Focus - anticipates customer needs and provides services that are beyond customers expectations, uses customer insights to drive and guide the development of solutions, and serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships
Optimizes Work Processes - identifies and creates the processes necessary to get work done and seeks ways to improve processes, from small tweaks to complete reengineering.
Directs Work - provides appropriate guidance and direction based on people’s capabilities and service standards, holds self and others accountable for results, monitors progress by maintaining dialogue on work and results.
Relationship: Builds Teams - establishes common objectives and shared mindset, creates a feeling of belonging and strong team morale, shares wins and rewards team efforts.
Develops Talent - Develops others through coaching, feedback, exposure, stretch assignments, aligns employee career development goals with organizational objectives.
Drives Engagement - empowers others and makes each person feel his/her contributions are important.
Action Oriented- readily takes action on challenges, identifies and seizes new opportunities and displays a can-do attitude in good and bad times, and steps up to handle tough issues.
Communicates effectively - is effective in a variety of communication settings, one-on-one, small, large groups, or among diverse styles and position levels, attentively listens to others and adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization and encourages the open expression of diverse ideas and opinions
Work on Site
Flexible to switch schedule / off base on business needs
Internal Qualifications: List any education requirements, prior experience, knowledge, skills or abilities.
Open to CPA, CARE, 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.
Who we are:
Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Sound like the place for you? Join us.
Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
Remitly is an E-Verify Employer
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.