Job Description:
At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.About the Role:
As the Disputes Operations Senior Team Manager, your task will be to help transform the traditional global remittance industry, specifically through building, developing, managing, and leading a world-class Disputes Operations team. You will lead in the prevention and resolution of fraudulent and disputed transactions by understanding and managing fraud detection processes, analyzing data to identify trends, collaborating with various departments, ensuring compliance, and improving operational efficiency to reduce losses and enhance customer experience. You will lead the effective and efficient implementation of disputes management projects and initiatives across the global sites for Customer Success.
You Will:
Strategic Planning and Operational Excellence
Develop and implement strategic plans that align with company goals and objectives, ensuring day-to-day operational improvement globally.
Drive success against key performance indicators (KPIs) within areas of responsibility and develop metrics, reporting, and monitoring to enhance operational excellence.
Design and refine fraud detection processes, implement and tune fraud management tools, and manage dispute resolution processes.
Track performance against internal standards, SLAs, and external/industry benchmarks, using budget, forecasting, capacity planning, and workforce.
Ensure that regular performance evaluation reports are generated and appropriately distributed, including proper case/workflow management, and analyze trends in dispute process and resolution.
Analyze case outcomes, fraud trends, and operational data to identify patterns, perform root-cause analysis, and develop action plans.
Act as the point of contact for fraud and disputes management with a focus on continuous improvement initiatives.
Demonstrate effective lateral management and cross-functional expertise while collaborating with other business units on matters pertaining to disputes.
Assist with processing chargebacks, and act as a direct point of contact for any questions or concerns regarding the dispute process, escalations, and/or possible dispute abuse.
Identify and mitigate operational risks by working with internal and external stakeholders to develop effective solutions.
Keep current on organizational and industry trends and changes as it relates to disputes, and communicate said changes as appropriate.
Leadership and Team Performance Management
Model and promote Remitly's core values at all levels of operations across assigned office locations.
Foster and develop operational subject matter expertise for fraud and disputes management, partnering with stakeholders to share key insights and inform strategies.
Direct and manage the daily workflow, processes, and functions of the Dispute Team to effectively advocate for members involved in disputes and maximize recoveries through the dispute process.
Monitor telephone and written communication to ensure conformance to established service standards, track employee performance, increase efficiencies, and recommend enhancements for continual quality improvement.
Build and use effective working relationships within and across departments, functions, and geographic reporting lines.
Integrate, manage, and monitor the performance of geographically dispersed teams and direct reports.
Develop and execute succession planning, recruiting, retention, and career development strategies in collaboration with Human Resources and Recruiting.
Establish regular rituals to track operational performance and dive deep for continuous improvement.
Provide assistance and training to other business units to mitigate compliance risk, increase efficiency, and improve member experience in matters related to disputes.
Respond well under pressure and lead all levels effectively through adversity and ambiguity as a normal business condition.
You Have:
5+ years experience in banking or financial sectors, with increasing responsibility to work across functions, both internally and externally
5+ years experience managing large teams and collaborating globally
5+ years experience in fraud and disputes management, internal control, fraud prevention.
Experience working with a 24×7 environment and a willingness to adjust schedules to accommodate emerging business
Extensive experience working in business development, product management or client engagement roles
Strong alignment to our mission and values
Trustworthy, and acts with integrity
Customer-centric – focused on finding and meeting client's needs that result in high impact solutions, keeps client's interests at the forefront, and continually seeks to add value
A compassionate partner, able to collaborate and lead results with cross-functional teams
Passionate about customer experience and willing to dive deep to solve customer friction
Proven success in communicating well, and leading change with stakeholders and senior leaders
Ability to work fully onsite in Greenfield District, Mandaluyong City
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 and regulations.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.