Senior Ops Training Manager
At Remitly, Operations is at the heart of our overall customer experience. Our goal is to provide world-class customer service to each and every customer who trusts us to deliver their hard earned money to friends and loved ones throughout the world. We deliver on promises to our customers so they in turn can deliver on the promises they've afforded to their friends and family abroad. In order to provide superb customer experience, we must have highly specific and effective training and learning for our operations. The customer experience is directly tied to our ability to successfully equip our operational teams with the knowledge and tools needed to drive every customer contact to a desirable resolution.
As the Senior Training Ops Manager your primary objective is to maintain and consistently improve scalable product training programs and learning processes that can extend throughout the organization.
Our Senior Training Ops Manager will own training and act as Strengths coach for the entire site. Deep leadership, change management and good program management capabilities are a must. Taking care of Senior Management training, using Strengths, Values and Career Ladders as basis for development planning.
You will manage and deliver training for customer service associates (CSAs), risk investigators (RI), subject matter experts and managers within our Manila operations team. Your goal is to ensure that you and your team are able to effectively support the appropriate team members to perform their job effectively and in compliance with internal and external policies. You will influence Net Promoter Scores (NPS) and Customer Satisfaction(CSAT) scores through the performance of your trainees. You will interact at all levels in the organization, which requires strong communication skills and an ability to influence others.
This position requires effective leadership and effective management skills for the following key focus areas (additional responsibilities may be added as the needs of the business change and expand)
You will ensure that a positive learning experience is created and delivered across Remitly's Manila site. This includes Senior Management, Customer Service (CS), Fraud and Risk Investigations teams. The extent of your duties will include but are not limited to: