Team Manager, Multiproduct Adhoc

Job description

Job Description: 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 lives with trusted financial services that transcend borders. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day. As a Multiproduct Team Manager, you provide outstanding support to our Multiproduct team in Managua. Your task is to help transform the traditional global remittance industry, specifically through developing, managing and leading world-class operations teams supporting multiproduct customers across the globe. This includes managing, mentoring and developing multiproduct associates to meet service level agreements (SLA), quality and productivity targets; providing customer centric service and managing individual performance; supporting and executing the operational direction of the global customer experience team in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company; and providing operational insights to both product and program as it relates to the operational support of current and future products, services and markets. As a Multiproduct Team Manager, you will lead the service delivery supporting a wide variety of new products - e.g. Remitly Wallet, Debit Cards, Freelancers etc. Job 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 Engagement Champion -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 Outstanding Facilitator -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 Functional Competencies -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. -Operations Manager experience is a plus In Site Subsidized Meals Transportation Employee Stock Purchase Plan (ESPP) Mental Health & Family Forming Benefits Private Life Insurance On site Clinic and Remitly Doctor Continuous learning tools & certification programs Two consecutive days off Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.