Job Description:
.We are seeking a detail-oriented and dynamic PQL Team Manager to oversee the performance, development, and operations of our Partner Quality Leads (PQLs). In this role, you will collaborate across teams to ensure efficient workflows, equal workload distribution, and seamless integration of new processes and partners. Acting as a vital liaison between internal teams and external partners, you will drive operational excellence in support of our global disbursement network. The role will be able to lead the delivery of PQL work, development of processes and operations.
Key Responsibilities:
PQL Performance Management: Track and monitor the performance of PQLs within your region and their assigned projects, ensuring adherence to service level agreements (SLAs) and business objectives.
Scheduling & Coverage: Adjust schedules to meet business needs and ensure 24/7 coverage to support operational requirements.
Training & Development: Facilitate or coordinate training for new and existing PQLs to enhance their technical and operational capabilities.
Incident Response: Serve as the first point of contact for escalations when PQLs miss pages on PagerDuty, taking appropriate action to resolve issues promptly.
Workload Distribution: Collaborate with fellow PQL managers to maintain balanced workloads and consistent performance standards across teams.
Partner Integration: Work closely with the Global Disbursement Network (GDN) team to monitor and analyze the success of new partner integrations and launches.
Cross-Functional Coordination: Build strong partnerships with external stakeholders and coordinate action across Remitly squads to address daily operational needs and disbursement challenges.
Proactive Program Development: Design and implement new initiatives to optimize PQL effectiveness in collaboration with the Senior Program Manager.
Collaborate with partners to establish and monitor KPIs or to set performance goals and establish quality benchmark.
Subject Matter Expertise: Provide guidance to the operations team on best practices for transaction handling and operational processes.
Escalations & Ad-Hoc Tasks: Manage escalations, investigations, and ad-hoc requests as they arise, ensuring swift and thorough resolution.
Assess the quality status and be able to demonstrate effective implementation of quality assurance to stakeholders.
Qualifications:
5+ years of experience in financial services, preferably within the remittance industry.
2+ years of managerial experience with a proven track record of leading successful teams.
Strong project management skills with the ability to prioritize and execute in a fast-paced environment.
Ability to thrive in dynamic environments, manage multiple tasks, and work under pressure.
Excellent communication skills for managing internal and external stakeholders.
Preferred: Experience with SQL or other data tools to analyze trends and make data-driven decisions.
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Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
