Sr Operations Manager DE-ES-FR-IT

Where: Manila (Philippines)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in German, Spanish, French, Italian

Job Requirements

  • Drive team and individual success against key performance indicators (KPIs) for areas of responsibility.
  • Manage performance of multiple direct reports which may include front line CSAs, Program Specialists and Team Managers – as well as additional individual contributor roles as needed.
  • Execute on succession planning, recruiting (as hiring manager), retention and career development tactics directly and in conjunction with peers, Human Resources (HR) and Recruiting.
  • Ensure adequate and the appropriate level of CS support capacity for assigned shifts, teams and initiatives on an ongoing basis.
  • Contribute to the development of and then execute on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.
  • Proactively identify operational risks or issues and work closely with internal and external partners and stakeholders for solutions.
  • Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.
  • Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.
  • Model and promote the Remitly core values at all levels of the operations.

Job Qualifications

  • Bachelor’s degree in a technical, business, or related field.
  • At least five years’ experience managing CS teams in a fast paced technology environment, including at least three years’ experience managing multiple levels of roles including but not limited to people managers such as Team Leads.
  • Demonstrated success working under pressure of deadline with competing priorities.
  • At least two years of Intermediate proficiency in Excel and working with data to drive decisions.
  • Experience working with a 24×7 environment and a willingness to adjust schedules to accommodate emerging business
  • Excellent verbal and written communication skills (English).

Preferred Qualifications:

  • Advanced degree (technical or MBA) or equivalent work experience.
  • Lean Six Sigma Green or Black Belt Certification.
  • Knowledge of the financial services or payments industry.
  • Exceptional organizational skills.
  • Experience working with or for a BPO.
  • Second language a plus, such as Tagalog, Spanish, French, German, Italian or Chinese.
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