Team Manager, Remitly Business Team (Fintech)

TL;DR

Team Manager, hirify.global Business Team (B2B) (Fintech): Managing and leading world-class B2B operations teams in Manila and Managua with an accent on service level agreements (SLA), quality, and productivity targets. Focus on driving operational continuous improvement, managing high-level B2B customer escalations, and developing performance management frameworks for direct reports.

Location: Must be based in Mandaluyong City, Manila (Philippines). Hybrid work model with an expectation of at least 50% in-office attendance monthly.

Company

A global financial services company providing secure and reliable ways to move money across borders.

What you will do

• Lead and manage B2B Customer Success operations, ensuring KPIs, SLAs, and productivity targets are met.
• Manage a team of Business Customer Associates and Program Specialists, focusing on career development and performance management.
• Own and improve standard operating procedures for specific hirify.global Business worktypes.
• Collaborate with Product and Program Managers to execute operational roadmaps and scalability improvements.
• Act as an account management expert to resolve complex B2B customer escalations.
• Ensure compliance with legal and regulatory policies within the operation.

Requirements

• Minimum 3 years of experience in people management within a fast-paced operations environment.
• Experience in B2B, B2C, and X2B operations is highly preferred.
• Experience managing fintech or financial accounts is a plus.
• Bachelor's degree in a technical or business field or equivalent experience.
• Willingness to work onsite in Mandaluyong City and work weekends/holidays.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• Accident and Life Insurance.
• Employee Stock Purchase Plan (ESPP).
• Rice and transportation allowances.
• Paid vacation and mental health/family forming benefits.