Fraud Operations 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:

At Remitly, we help immigrant communities around the world send over $6 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

As a Fraud Senior Team Manager, you provide outstanding support to our Fraud operations in Manila. Your task is to help transform the traditional global remittance industry, specifically through developing, managing and leading world-class operations teams supporting business partners across the globe. This includes managing, executing and continuously improving the ongoing operations support needed to drive efficiency, quality and productivity targets; making key hiring decisions, implementing succession plans, developing people, and managing individual and team performance; supporting and executing the operational direction of the global Fraud operations in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company; and providing project/program management as it relates to the operational support of current and future products, services and markets.

This position will be opened in the Manila Service Delivery Center but may also provide cross service delivery site support when needed.

You Will:

Process and Workflow Optimization

• Take ownership in improving the fraud and disputes monitoring & management processes and drive operational improvements.
• Have a strong understanding of card scheme rules/regulations and internal procedures that affect risk, fraud, and dispute processing.
• Help drive effective fraud and dispute strategies
• Drive reporting and insights regarding disputes and fraud and present data to internal and external stakeholders.
• Analyze payment data to discover anomalies and trends for fraud and dispute prevention.
• Collaborate with the product, program and engineering teams to generate platform enhancements, program specific improvements that can assist in fraud prevention and mitigation.
• Collaborate with card schemes and partners to ensure merchant compliance with fraud and dispute regulation.
• Contributes to the development of and then executes on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.
• Proactively identifies operational risks or issues and works closely with internal and external partners and stakeholders for solutions including but not limited to Program Managers, Product Managers, Learning & Development team, Legal & Compliance teams and other relevant stakeholders.
• Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.

Inspirational Team Leadership

• Drives team and individual success against key performance indicators (KPIs) for areas of responsibility.
• Manages performance of multiple direct reports which may include front line Fraud Investigators, Program Specialists and Team Managers – as well as additional individual contributor roles as needed.
• Leads performance management, career development, learning and development, and engagement.
• Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.
• Ensure adequate and the appropriate level of operations support capacity for assigned shifts, teams and initiatives on an ongoing basis.
• Ensures members are highly engaged, their values and performance aligned with Remitly standards, and the right employees are retained, recognized and rewarded
• Provides inspired leadership for the organization.
• Helps promote a company culture that encourages top performance and high morale.
• Develops measures to motivate employees and undertake office management.
• Institutes ways of improving the work environment and the business operations in the company.
• Execute on succession planning, recruiting (as hiring manager), retention and career development tactics directly and in conjunction with peers, Human Resources (HR) and Recruiting.
• Develops measures to motivate employees and undertake office management.
• Mentors direct reports including Team Managers and Program Specialist in, creating team environments that have the customers at the core of what we do and help them succeed
• Empowering Team Managers/Program Specialists, by transmitting confidence in their ability to be successful, and accomplish their own development.
• Coaching, encouraging and guiding Team Managers/Program Specialists in order to make their performance more effective and to enhance their problem solving and leadership skills.
• Accountability, role model for others in terms of reliability and integrity, following our company's culture.
• Stays connected and close to our customers' needs, making sure these needs are satisfied.
• Developing employees, ability to review and analyze employee's strengths and areas of opportunities, to distinguish their talents and development needs, bringing them in line with the company's strategy
• Role model for Remitly cultural values.

Engagement Champion of Communication

• Facilitates communication and company goals / initiatives effectively.
• Supports communication on all levels.
• Institutes ways of improving the work environment and the business operations in the company.
• Communicates transparently in coordination with relevant stakeholders - Customer Success' Senior Leadership, Site Leadership, HR, Program Managers, etc.
• Works with Senior Operations Manager/Head of Operations to determine objectives for short and long term goals.
• Identify and address problems and opportunities for the company.

Engagement Champion of Feedback

• Leads Team Managers/Program Specialists in developing their ability to effectively deliver instructions and increase performance and team morale.
• Provides support with 1:1 observation and coachings.
• Facilitates feedback gathering where Associates feel open and safe sharing their positive and constructive feedback.
• Keep a close eye on the adherence to policies, objectives and goals.
• Drives team engagement
• Builds alliances and partnerships with other departments, teams and other stakeholders.
• Collaborates with team managers/program specialists to support the effective implementation of specialists
• Review operational policies and procedures and drive improvement
• Ensure all legal and regulatory items are raised and monitor compliance policies and procedures.
• Establish performance parameters and gauge employees' personal and professional targets.
• Active involvement in performance reviews on all levels and strategic business decisions.

Functional Competencies:

• Mastery of Product, Process, Business Economics and Service Standards
• Excellent critical thinking, investigative and problem solving skills
• Business level impact understanding
• Demonstrates self awareness - seeks and acts on feedback, aware of personal strengths, and has mastery over personal thoughts, feelings
• Decision Quality - makes sound decisions/calls, relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.
• Situational Adaptability - picks up on situational cues and adjusts in the moment, and adapts personal, interpersonal, and leadership behavior.
• Customer Focus - anticipates customer needs and provides services that are beyond customers expectations, uses customer insights to drive and guide the development of solutions, and serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships
• Optimizes Work Processes - identifies and creates the processes necessary to get work done and seeks ways to improve processes, from small tweaks to complete reengineering.
• Directs Work - provides appropriate guidance and direction based on people's capabilities and service standards, holds self and others accountable for results, monitors progress by maintaining dialogue on work and results.
• Action Oriented- readily takes action on challenges, identifies and seizes new opportunities and displays a can-do attitude in good and bad times, and steps up to handle tough issues.
• Collaborates - works cooperatively with others across the organization to achieve shared objectives, partners with others to get work done.
• Communicates effectively - is effective in a variety of communication settings, one-on-one, small, large groups, or among diverse styles and position levels, attentively listens to others and adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization and encourages the open expression of diverse ideas and opinions

You Have:

Working Conditions:

• Must be willing to work on-site with hybrid flexibility based on business needs
• Must be amenable to work during weekends and holidays
• Willing to travel based on business needs

Basic Qualifications:

• Bachelor's degree in technical, business, or equivalent experience.
• 5+ years of experience in fraud investigation, fraud operations, risk operations, disputes/dispute operations, financial operations, claims operations, collections or similar role
• 5+ years experience managing operations teams in a fast paced environment, including at least three years experience managing multiple levels of roles including but not limited to people managers.
• Proven ability to understand and manage complex systems
• Proven ability to manage cross-functional projects to drive improvement of efficiency and effectiveness
• Track record of driving change and innovation

Preferred Qualifications:

• Proficiency in Excel and Business Intelligence tools (Mode/Tableu)
• Strong ability to source and analyze data, including running and modifying SQL queries to investigate anomalies and drive data decisions. Should be highly data driven

Internal Qualifications:

• Have worked for Remitly for at least 12 months and have been in their current position for at least 6 months.
• Have received a rating of no lower than " Strong Impact " on most recent performance reviews and must not currently be on a Performance Improvement Plan.
• Should not have had any DA, no verbal, written, and final warning for the past 6 months. No suspension for the past 12 months.

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

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.