Complaints Team Manager

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the role:

As a Complaints Team Manager, you’ll lead a high-performing team within our Business CSA operations in Managua. You’ll ensure we meet SLA, quality, and productivity goals, while protecting customer trust and regulatory compliance. You’ll coach associates and make day-to-day operational decisions, and partner cross-functionally (Ops, QA, Training, Risk/Compliance, Privacy, Legal, and WFM/RTA) to resolve complex issues and continuously improve how we work.

You model our values, Bias for Action and Constructively Direct and you communicate with empathy, clarity, and professionalism in every interaction.

Your primary focus will be to:

• Maintain and improve Complaints SLA performance by ensuring timely and accurate case handling.

• Drive quality and productivity outcomes by setting clear expectations, monitoring results, and implementing continuous improvement initiatives.

• Data-driven decisions: review dashboards and case audits; use insights to coach individuals and adjust team strategy.

• Support operational strategy by executing the direction of the Complaints program and aligning with company-wide priorities.

• Develop associates by providing coaching, feedback, and growth opportunities, while fostering accountability and engagement.

• Make key operational decisions that balance customer satisfaction, regulatory requirements, and business needs.

• Drive case operations: prioritize queues, allocate work, and coordinate with WFM/RTA on staffing, OT holds, and real-time pivots during spikes.

• Escalation management: guide L2/L3 complaints and executive escalations with clear ownership, timelines, and stakeholder updates.

• Cross-site collaboration: partner with peer leaders across locations (e.g., MNL) to maintain consistent standards and share best practices.

• Customer advocacy: ensure every resolution is fair, clear, and aligned with brand and regulatory expectations.
  

You Have:

• Experience in People Management, dispute resolution, or executive escalation support in a regulated financial services company, specifically in personal payments or remittance. 

• You're comfortable influencing others, being part of cross-functional teams, managing internal and external stakeholders, and communicating project or case status.

• Ability to analyze information, interrogate a range of systems, review documentation and evidence, to decide on the outcome of complaints in a way that is fair, clear, and in line with regulatory requirements

• Proficient in conflict resolution techniques to resolve complaints satisfactorily.

• Strong alignment with our mission and values.

• Excellent verbal and written communication to engage with team members and global stakeholders. 

• Understanding of Remitly's mission, values, and brand guidelines

• Enthusiastic about staying updated with the latest trends, news, and advancements.

• Strong understanding of complaints and errors management.

• Proof your critical thinking and decision-making in your current role at Remitly. These skills are essential for navigating challenges, analyzing situations effectively, and making informed choices that align with our company values and objectives.

• Nice to have (preferred): exposure to regulatory bodies/ombuds processes, privacy/DSAR handling, and experience coaching to metrics.

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman’s potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.