Complaints Team Manager

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.
We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

About the Role:

As a Complaints Team Manager, you'll lead a high-performing team within our Business CSA operations in Manila. 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.

You Will:

• Maintain and monitor 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 in the regulated complaints space.

• 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/ADR processes, privacy/DSAR handling, and experience coaching to metrics.

Our 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.