Senior Business Manager (Philippines)
International remittance company, Remitly.com, is seeking a seasoned leader to help drive Shared Services performance of the Manila site.
We are faced with a very exciting period in our young existence when our growth is rapid, performance standards are high, and we have a clear opportunity to help shape the e-
payments landscape for the foreseeable future.
The successful candidate for this role will oversee Workforce Management, Ops Data & Analytics, Facilities, Admin & BCP, and IT in Pasig City, Philippines.
The Senior Business Manager will be responsible for partnering with Contact Center Operations and the rest of the Support Services teams and will work closely with the Site Leader in Pasig City.
The successful candidate, as alluded to the above, will be responsible for a wide range of duties related to supporting Remitly’s growth, owning overall performance results and ensuring that we constantly deliver world class service.
Ideal applicants should have previous experience managing large-scale, multiple location, 24 / 7 contact center office environments.
The successful candidate should be analytical, has a natural bias for action, sweats the details, customer centric and capable of succeeding in a fast-
paced start-up environment.
The Senior Business Manager shall report directly to the Site Leader, Manila. The Senior Shared Services Manager position shall be based in Pasig City, Philippines.
Onsite Senior Leadership and Coaching of Shared Services Teams
The successful candidate should mentor, challenge and grow the shared services leadership team in Pasig City, based on his or her extensive industry experience and exhibited excellence in delivering results.
The candidate will work closely with the local shared services leadership team from Workforce Management, Ops Data & Analytics, Facilities, Admin & BCP, and IT to optimize workflows, processes, policies and performance metrics, while empowering team members to grow within their current functional roles.
The candidate will also coach and mentor the shared services leadership team on how to effectively partner with the customer service and risk operations.
The candidate is also expected to own the shared services performance metrics
Handle any emergent personnel issues, performance management needs, or interpersonal conflict within the team, while keeping the Site Leader Manila informed of progress and emergent issues.
Drive accountability amongst Department Managers and Program Managers in Manila to improve processes and optimize tools.
Assist with issue tracking, reporting and ensure accountability on behalf of partner-related performance
Willingness to spend 100% of their time on-site in Philippines, aside from planned business trips to other locations.
Minimum 7 years of experience leading large-scale international call center environments with a proven track record of success.
Exceptional analytical and problem solving skills, including the ability to recognize non-obvious patterns and devise solutions to complex operational challenges impacting the customer experience
Team player. The candidate must be capable of learning and sharing knowledge in a global team environment
Bachelor's degree in Management is required
Master's degree or higher educational background is an advantage
PMP, Lean / Six Sigma or Kaizen certification and operational experience will be an advantage
Proven ability to work in fast-paced dynamic environments where decisions are made without compromising customer experience and / or financial losses.
Easily able to adapt, influence and promote a values and cultural centric workplace
Amenable to work a shifting schedule and during declared holidays.
Demonstrate flexibility to work overtime hours based on business needs
Willingness to mentor junior team members and help establish policies and operational procedures
Excellent verbal and written communication skills
Must thrive in an ambiguous environment and be incredibly proactive
Self-starter, resourceful, creative and capable of handling multiple projects at a time.
Can-do attitude with a collaborative working style and attention to detail.
Highly self-motivated with demonstrated bias-for-action, resourcefulness, creativity and capable of handling multiple projects at one time.