Senior Customer Protection Operations Manager

EXPERIENCIA(S) REQUERIDA(S)

IDIOMAS

EDUCACION SUPERIOR

DESCRIPCION DE LA OFERTA

As the Senior Operations Manager for Risk at Remitly's Nicaragua site, your task will be to help transform the traditional global remittance industry, specifically through building, developing, managing and leading world-class risk investigations teams. This includes planning and executing the ongoing investigative support needed to meet service level agreements (SLA), quality and productivity targets; ensuring effective recruiting, succession planning, people development, and performance management; communicating and executing the operational direction of the site’s risk teams in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company; and providing program management as it relates to the operational support of current and future products, services and markets.

We are looking for exceptional people who are willing to roll up their sleeves in a fast paced technology start-up and be part of the disruption. The successful candidate must excel as a self-starter and work well with cross-functional teams. The Senior Operations Manager will report directly to Remitly's Site Leader in Managua, Nicaragua.

Job Requirements
Drive success against key performance indicators (KPIs) for areas of responsibility
Manage performance of multiple teams and direct reports which may include managers in addition to production staff
Develop and execute succession planning, recruiting, retention and career development strategies directly and in conjunction with peers, Human Resources and Recruiting
Ensure adequate investigative capacity for all products, services and markets served on an ongoing basis
Create 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 facilitate the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence
Actively nurture and grow 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
Basic Qualifications
Bachelor’s degree in a technical, business, or related field
At least 10 years of experience managing operations teams in a fast paced technology environment, including multiple teams
At least seven years of people management experience, including managing managers
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 24x7 environment and a willingness to adjust schedules to accommodate emerging business needs
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
Thirda language a plus, such as French, German, Italian, Portuguese or Chinese