Operations Manager, Remitly Business (B2B)

Remitly · Manila

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Job Description:

About the role:

As an Operations Manager, you will provide outstanding support to our Remitly Business operations in Manila and Managua. Your task is to help transform the traditional global remittance industry, specifically through developing, managing and leading world-class operations teams supporting customer service and operations for Remitly Business customers across the globe. This includes managing, executing and continuously improving the ongoing operations support needed to meet service level agreements (SLA), quality and productivity targets; making key hiring decisions, implementing succession plans, developing people, and managing individual and team performance; supporting and executing the operational direction of the global new initiatives team in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company;  and providing project/program management as it relates to the operational support of current and future products, services and markets.

This position will be opened in the Manila Service Delivery Center but may also provide cross service delivery site support when needed. As a Remitly Business Operations Manager, you will lead the service delivery supporting a wide variety of Remitly Business Products - e.g. Small Micro Business, Remitly Business, Freelancers, etc. .

You Will:

Program Owner and Inspirational Leader

• Drives team and individual success against key performance indicators (KPIs) for areas of responsibility.

• Leads performance management, career development, learning and development, and engagement.

• Contributes to the development of and then executes on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.

• Proactively identifies operational risks or issues and works closely with internal and external partners and stakeholders for solutions including but not limited to Program Managers, Product Managers, Learning & Development team, Legal & Compliance teams and other relevant stakeholders to deliver results 

• Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.

• Develops tactical and strategic actions to improve product, program and operations framework

• Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.

• Ensure adequate and the appropriate level of operations support capacity for assigned shifts, teams and initiatives on an ongoing basis.

• Ensures members are engaged, their values and performance aligned with Remitly standards, and the right employees are retained, recognized and rewarded

• Provides inspired leadership for the organization.

• Helps promote a company culture that encourages top performance and high morale.

• Develops measures to motivate employees and undertake office management.

• Institutes ways of improving the work environment and the business operations in the company.

• Role model for Remitly cultural values.

Outstanding Facilitator

• Facilitates communication 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.

• Works with Program Managers, Product Managers and CS New Initiatives Sr Operations Manager to determine objectives for short and long term goals.

• Builds alliances and partnerships with other departments, teams and other stakeholders.

• Supports communication on all levels.

• Leads Team Managers in developing their abilities to effectively deliver instructions and increase performance and team morale.

• Provides support with 1:1 observation and coachings with their direct reports.

• Effectively create a feedback loop process with his team to identify ways to improve operational performance

• Make important policy, planning and strategy decisions. Develop, implement and review operational policies and procedures.

• Ensure all legal and regulatory items are raised and monitor compliance policies and procedures.

• Identify and address problems and opportunities for the company.

• Establish performance parameters and gauge employees' personal and professional targets.

• Active involvement in performance reviews on all levels and strategic business decisions. 

• Institutes ways of improving the work environment and the business operations in the company.

• Keep a close eye on the adherence to policies, objectives and goals.

Developer of exceptional talent

• Execute on succession planning, recruiting (as hiring manager), retention and career development tactics directly and in conjunction with peers, Human Resources (HR) and Recruiting.

• Develops measures to motivate employees and undertake office management.

• Mentors direct reports including Team Managers and Program Specialist in, creating team environments that have the customers at the core of what we do and help them succeed

• Empowering Team Managers/Program Specialists, by transmitting confidence in their ability to be successful, and accomplish their own development.

• Coaching, encouraging and guiding Team Managers/Program Specialists  in order to make their performance more effective and to enhance their problem solving and leadership skills.

• Accountability, role model for others in terms of reliability and integrity, following our company's culture.

• Stays connected and close to our customers' needs, making sure these needs are satisfied.

• Developing employees, ability to review and analyze employee's strengths and areas of opportunities, to distinguish their talents and development needs, bringing them in line with the company's strategy

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.

• 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.

• Collaborates - works cooperatively with others across the organization to achieve shared objectives, partners with others to get work done.

• 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

You Have:

• Minimum of 3 years of Operations Management experience, with a proven track record of handling both B2B and Fintech/Financial accounts.

• Bachelor's degree in a technical or business field (or equivalent experience)

• Strong analytical, problem-solving, and communication skills

• Highly organized and detail-oriented with a strong sense of urgency

• Excellent written, verbal, and interpersonal communication skills

Working Conditions:  

• #LI-Onsite 

• Must be amenable to work during weekends and holidays

• Willing to travel based on business needs

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

Our Connected Work Culture: Driving Innovation, Together

At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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