Head of Customer Service Development & Change

Who are we?

WorldRemit is changing the way people send money abroad. We’ve taken something complicated and made it simple, so that sending money is as easy as sending a text message  Tap the WorldRemit app or head to  on our website, and your international transfer is made – to a bank account, cash pickup, Mobile Money, or airtime top-up. Founded in 2010, we send international remittances from 50 countries to more than 150 countries and we continue to expand our footprint.

Using WorldRemit is easy because we do the hard part, 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.

WorldRemit has grown - on average - by 50% year on year and is now processing over £3.1bn of remittances on an annualised basis.  WorldRemit’s success, and the size of the market it is operating in, means it has attracted investment from the world’s leading technology and impact investors, Accel, Technology Crossover Ventures (TCV) and Leapfrog with $370m invested to date. We currently employ close to 1,000 employees and have offices in London, USA, Philippines, Poland, Australia, New Zealand, Canada, Japan, Hong Kong and other locations.

The journey is just beginning. We believe in faster, simpler, more accessible money transfers. That means building better products and 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. We aim to attract, retain and develop people that can bring to life our values: 

• Aim high - We dream big, think bold and go the extra mile
• Embrace challenge - We ask questions, start conversations, and always love to learn
• Do what’s right - We act with integrity, building trust in ourselves and in our business

You can learn more about our culture and how we work by watching this video on our Careers page: https://www.worldremit.com/en/careers

Role Overview

Reporting to the VP, the Head of role is intended to ensure that WorldRemit can continue to grow into new areas, adopt necessary localised policies, and wherever possible work according to standardised practices. You will provide the lead in oversight for the delivery of operational change into the WorldRemit Customer Service teams in your region. 

This position will include high levels of collaborative working, stakeholder management and multitasking.  To ensure change is delivered adeptly in a manner that is compliant and customer centric.

An ability to articulate "why" and the desired outcomes across multi level stakeholders group is paramount , ensuring individuals & the organization are equipped for success in a fast paced and multi layer change environment.

Duties

• Responsible for the management and overseeing of Development & Change in Customer Service  in your designated region; collaborate with the other heads of and senior CS team to ensure best practice and efficient change implementation is seen as BAU.
• Utilise technology to connect teams and stakeholders during every stage of any change implementation.
• Ensure WR standard operating practices are implemented and adhered to by managers.
• Anticipate operational issues that need to have mitigation pre-deployment of change, developing solutions based on logical reasoning, past precedents and best practice.
• Manage and motivate team members throughout the full people life cycle e.g. employee engagement, conducting performance reviews, managing absence etc..
• Along with Contact Centre Manager, manage recruitment including the selection and development of team managers.
• Participate in the selection and negotiations with centre suppliers.
• Act as the key stakeholder for deployment of new technology solutions in the contact centers.
• Travel as required and as necessary to support your regions.

Required Skills & Experience

• Proven track record of delivery with technical change disciplines, Agile, Prince2, Six Sigma or Lean
• Relevant experience in a management role within a fast-paced environment
• Adept at building strong stakeholder relationships with internal and external partners.
• Self-starter, able to work independently as well as part of a team.
• A highly diplomatic and sensitive approach and a calm, unflappable nature.
• Proven track record of making sound decisions with a strong sense of urgency.
• Have a genuine passion for customer service and an ability to always view a situation from the customer's perspective.
• The ability to create, implement and improve demanding processes and procedures.
• Digital Transformation/ Financial Services background

Benefits

• Life assurance of 3 times your salary, should the worst happen.
• Pension scheme offering 8% matched contributions.
• Private medical and dental care plans.
• 25 days of holiday plus bank holidays, rising to 28 after 3 years.
• Free breakfast and fruit every day and Friday ‘afternoon tea’ drinks and nibbles.
• No formal dress code.