Operations Team Lead

London

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Who are we?

WorldRemit is changing the way people send money abroad. We’ve taken something complicated and made it simple.  Tap the WorldRemit App or click our website and your international transfer is made – to a bank account, cash pickup, Mobile Money, or airtime top-up. We send to more than 145 countries and the number is growing all the time.

 

Using WorldRemit is easy because we do the hard bit, connecting hundreds of banks, money agents, mobile operators and payment systems around the world.  These were never designed to work together, but WorldRemit makes it happen.

 

The journey is just beginning.  We believe in faster, simpler, lower-cost money transfers.  That means building beautiful products and better services for our customers. 

Changing the world isn’t easy – so we only hire the most talented people. You need to think differently, believe in new solutions to old problems, and have the drive to make them happen.

 

WorldRemit has grown at an average 50% year on year and is now processing over £1.5bn of remittances on an annualised basis.  The recently company went through its Series C financing and raised $40m. The company currently employees over 650 employees and has offices in London, USA, Philippines, Poland, Australia, New Zealand, Canada, Japan, Hong Kong and other locations.

What does the Operations team do?

The Operations team sits at the heart of all the action and works tirelessly in the background to ensure that customers’ hard-earned money arrive seamlessly to their loved ones, fast. We are the crucial link between WorldRemit’s internal teams (e.g. customer service, engineering, compliance, finance) and our external partners (e.g. card processors, mobile money operators, banks).

What does this all mean for you?

You’ll be in charge of leading a team of Operations Executives based in London. You and your team will be handling all the escalations in relation to customer transactions and working tirelessly to identify and reduce customer friction. When there’s a problem, you and your team are there to solve it. This means:

  • Manage, organise and lead the Operations team to meet relevant KPIs set by management
  • Help set the quarterly & yearly Operations KPI alongside Ops management team
  • Continuously drive (and lead the team to drive) operational efficiencies & improvements across all our processes (and raise other key friction points) in order to enhance the customer journey. This includes escalating any key concerns to the Philippines/Denver Operations teams and/or other departments as relevant
  • Motivate and drive the right team behavior/ engagement, communication styles and positive working environment 
  • Conduct quality and performance review processes for the London Operations team
  • Act as primary contact point for the London Operations team and the other Operations team (including attending the weekly Operations management meetings)
  • Responsible for liaising with Customer Services, Compliance, Finance and any other department leads in London
  • Responsible for recruiting and scaling and coaching the London Operational team as the business grows
  • Acting as a hub of knowledge for both internal teams and our external partners

 

How do you know if you fit the bill? 

We’re on the hunt for someone who:

  • has a passion for what we stand for
  • is results driven and has a strong track record of delivery
  • has strong leadership qualities and can motivate teams to hit objectives/goals
  • has experience working with remote teams
  • extremely strong communicator (both written and verbal)
  • loves getting into the details but can distill & communicate pertinent information effectively
  • gets a thrill out of solving problems
  • holds a black belt in juggling & prioritising multiple tasks, while maintaining a zen-like attitude in fast paced environments.
  • loves process

 Minimum requirements:

  • Bachelor’s degree
  • 4-5 years experience in a similar role 
  • Previous experience building and leading teams of 4-10 people
  • Fluent written & spoken English with excellent communication skills
  • Strong Excel and Power Point skill

What’s in it for you?

  • Competitive compensation package
  • A fun & friendly work environment
  • Opportunity to leave your mark on something special
  • An amazing group of people to work with, grow with and socialise with as we continue to do something amazing for our customers!

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