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Outsourcing Process Specialist



Manila, Philippines
Posted on Friday, June 28, 2024

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 an Outsourcing Process Specialist, you will play a critical part in maintaining process excellence, achieving quality targets, driving operational improvements, and ensuring readiness for change across the network of BPO sites. Your analytical skills, leadership abilities and dedication to process and tool enhancement will be essential for success in this role.

You Will:

  • Ensure associates across BPO sites comply with established processes and standards, strive for process excellence.
  • Report and deep dive on key Operations Quality metrics (First Contact Resolution, CSAT/DSAT, Repeat Contact Rate, Productivity, etc.) to identify systemic issues, trends and create process improvement opportunities for service delivery of the Customer Service and Outsourcing Network.
  • Lead projects focused on operational excellence.
  • Provide guidance, training and support to BPO sites on processes, tools and best practices.
  • Assess the network's readiness for changes and identify potential challenges or resistance points and implement change management processes.
  • Monitor the progress of change initiatives, assess their effectiveness, and lead improvements based on feedback and data.
  • Conduct call listening, chat inspections and back office reviews to discover process breakdowns, knowledge and skill opportunities
  • Coordinates with Data Analytics for reporting and data analysis needs
  • Liaise with different stakeholders (Program, Product, Compliance Management, etc.) to support Customer Service and Outsourcing operational requirements.

You Have:

  • Bachelor's degree in relevant fields such as Business Administration, Supply Chain Management, International Business; a masters degree.
  • Experience in operations management, process improvement and quality assurance.
  • Strong analytical and problem solving skills.
  • Detail oriented with a focus on continuous improvement.
  • Familiarity with change management methodologies.
  • Ability to handle multiple priorities and to meet deadlines in stressful situations.
  • Ability to travel overseas (Approximately 20%).
  • Vendor management experience
  • Client services experience
  • Ability to work night shifts

Additionally, for internal sites:

  • Open to Team Managers, Program Specialists and Operational Excellence Specialists from all LOBs.
  • Minimum 12 months in current role, or 1+ years experience in the Call Center industry as a supervisor.
  • Must not have any active corrective action or suspension.
  • Mastery of Remitly Cultural Values.

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.