Senior Manager Customer Success

Job Description

The Senior Manager, Customer Protection – Manila serves as a senior operational leader responsible for performance excellence, decision quality, and leadership development within Remitly’s flagship CPT site. This role oversees Senior Team Managers (STMs) and their teams, ensuring the successful execution of high-risk workflows including Fraud Review, Identity Verification, Watchlist Screening (PEP/Sanctions), Enhanced Due Diligence (EDD), High-Value Transaction handling and various critical risk operations.

The ideal candidate brings strong operational judgment, deep leadership experience, and the ability to influence across multiple global sites and cross-functional stakeholders. This role requires a values-driven leader who builds trust, drives performance, and enables teams to protect customers and the business while delivering exceptional accuracy and efficiency.

Operational Leadership & Performance Management

• Lead CPT Manila operations to consistently achieve and exceed KPIs
• Oversee daily, weekly, and monthly operational governance: performance reviews, RCA cycles, coaching sessions, calibration participation, and reporting
• Monitor key workflows (Fraud, IDV, EDD, Watchlist, HVAT, Disputes/CSI) and ensure strict adherence to compliance, accuracy standards, and quality expectations
• Partner with GCC/WFM to allocate staffing, ensure schedule efficiency, support real-time operations, and maintain readiness across all shifts
  
  

• Lead, coach, and develop Senior Team Managers, ensuring they have the competencies, tools, and support to manage Team Managers and frontline associates effectively
• Role-model Remitly’s values by cultivating high psychological safety, strong engagement, accountability, and continuous improvement
• Strengthen leadership bench by identifying successors, guiding leadership capability growth, and ensuring readiness for scale
  
  

• Partner with QA and CBA to ensure high standards of decision accuracy and compliance across all risk workflows
• Drive RCA rigor across teams to address operational variances and reduce preventable errors
• Maintain consistent decision-making discipline through structured calibration cycles with other sites and BPOs
  
  

• Work closely with CX, BPO Operations, QA, L&D, Engineering, Analytics, Compliance, and GCC in driving operational alignment and shared goals
• Represent Manila CPT in global forums, contributing to standardization work, scorecard governance, project implementation, and decision frameworks
• Strengthen communication between Manila and other CPT sites (MGA + BPO locations), ensuring process consistency and insight-sharing
  
  

• Identify opportunities to automate workflows, reduce manual friction, and implement data-driven improvements
• Champion an insights-driven culture, using data and reporting to inform decisions, identify trends, and drive meaningful change
• Support modernization initiatives and adopt optimization strategies that improve accuracy, turnaround time, and team capability
  
  

• Minimum 3+ years of experience as Senior Operations Manager and above roles
• Experience managing leaders who oversee teams (e.g., Team Managers, Senior Team Managers, Operations Managers etc)
• Strong analytical capability, with proven ability to interpret data, conduct RCA, and make insight-based decisions
• Track record of delivering consistent performance results and driving end-to-end operational improvements
  
  

• Strategic Thinking: Ability to see beyond day-to-day execution, identify long-term risks/opportunities, and align operations with global goals
• Decision Making: Strong judgment with the ability to make timely, high-quality decisions in ambiguous or high-pressure situations
• People Leadership: Demonstrated success in developing leaders, coaching effectively, fostering accountability, and elevating team capability
• Collaboration & Influence: Ability to build trust and strong relationships across sites and functions, influencing without authority
• Operational Excellence: Deep understanding of KPIs, process optimization, governance structures, and performance accountability
• Change Leadership: Comfortable navigating change, engaging teams through transitions, and driving adoption of new processes/tools
  
  

• Be an Owner: Takes full accountability for results, drives solutions, and follows through with discipline and integrity
• Be Data Driven: Uses insights, metrics, and trend analysis to guide decisions and improve performance
• Earn Trust Through Integrity: Communicates transparently, builds trust across teams, and fosters psychological safety
• Aim for the Stars: Sets high standards, pursues continuous improvement, and leads teams to stretch beyond comfort zones
• Be a Compassionate Partner: Shows empathy, supports others, and collaborates effectively across diverse teams and stakeholders
  
  

• Excellent written and verbal communication skills suitable for leadership and cross-functional audiences
• Ability to work in a fast-paced, high-stakes environment while maintaining composure and clarity
• 100% onsite requirement (non-negotiable) — must operate from our Mandaluyong office (Greenfield) to support real-time execution and leadership presence
• Willingness to work in any schedules as needed by business and aligned with local labor laws