WorldRemit

WorldRemit is an online service that lets people send money to friends and family living abroad, using a computer, smartphone or tablet.

It is a convenient, low-cost alternative to traditional money transfer companies that use high street agents and charge high fees.

Money can be received as a bank deposit, cash pick-up, Mobile Money, or mobile airtime top-up.

WorldRemit’s service is available to senders in 50 countries. We offer transfers to more than 120 destinations across Europe, Asia, Africa, Australia and the Americas.

WorldRemit Jakarta, Indonesia
May 22, 2019
Full time
Who are we? We’re changing the way people send money abroad: we’re taking something complicated and making it simple. At WorldRemit, our people and our technology work together to create faster, easier and lower cost money transfers. We send to more than 145 countries around the world and have over 3 million happy customers – a number that’s growing every day! Pushing boundaries isn’t easy, but we’re hoping to find the right people to join us on our way.   Role Overview   Indonesia is a thriving remittance and payments region for WorldRemit, with substantial growth in received revenue.  Continued accelerated growth will be achieved with the support of a strong, relationship-focused Country Manager who will help to maintain and grow existing relationships whilst also seeking to develop new business opportunities, targeting a wide variety of financial institutions in Indonesia as well as local retailers and mobile operators thus creating a wider choice of payout options for WorldRemit’s customers.  The Country Manager for Indonesia will also work to increase the company's brand within the area through in-country marketing activities as well as setting up co-branded marketing between WorldRemit and our correspondents. Finally, an understanding or appreciation of the regulatory landscape as it relates to international remittances and mobile money will ensure WorldRemit remains compliant and licensed to operate.    Key Responsibilities     Identify and evaluate new payment partners within Indonesia across the remittance network, with a focus on Tier 1 financial institutions (mobile operators, retailers, banking, other digital service providers, etc.) and promoting WorldRemit as a leading, efficient and customer-centric service Negotiating with correspondents to reduce payout costs through a clear understanding of current market Proactively generate own leads and establish relationships either over the phone or face to face, consistently closing business and ensuring that projected sales targets are achieved Monitor key relationships and have ears to the ground in order to keep up to date with market dynamics and foresee any complications before they arise Contribute to product development plans based on live customer feedback, regulatory development and industry dynamic relevant to the Indonesia market Work with remote business and cross functional teams globally Travel throughout Indonesia when necessary to meet clients Produce regular revenue forecast reports    Summary of required experience and attributes   A proven business development professional and relationship builder with a minimum of 5+ years’ experience, preferably selling into banks or financial institutions in Indonesia and/or having exposure to payments or value-add services in the consumer space Proven ability to influence at all levels, from Board Members, Senior Stakeholders, Senior Directors and Executives to Account Managers and Product Users A base understanding of the legal framework in the market, specifically in relation to the regulatory bodies and licensing procedures Academically strong and intellectually sound with the expertise to scope out the parameters and dynamics of the correspondent and consumer market. Producing well-thought out target lists and business plans to effectively prioritise their time and cover as much of the region as possible Demonstrable experience in negotiating and closing long-term deals through educating clients on product solutions and persuasiveness An ambitious self-starter, able to work autonomously and motivate themselves Languages: Fluent English and Bahasa
WorldRemit Denver, CO, USA
Apr 30, 2019
Full time
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 600 employees and has offices in London, USA, Philippines, Poland, Australia, New Zealand, Canada, Japan, Hong Kong and other locations. Role World Remit is looking to recruit a new member who can prepare accurate financial information as well as owning the monthly and quarterly US state reporting process. The candidate will need to push towards improving current processes with the aim of automating as much as possible. The candidate will need to show strong cross collaboration between local teams in the US as well as teams in other offices, globally. Duties include (but are not limited to): Responsible for the production of timely and accurate monthly management accounts for the entities encompassing the NA region, including P&L, balance sheet and cash flow; Provide insights into the movements in the P&L and balance sheet versus prior periods and budgets; Assist in the completion of the year-end statutory accounts and actively participate in the annual audit; Own the monthly payroll reporting process; Work closely with the broader UK and US Finance teams to ensure process development and alignment throughout the group; Own the monthly and quarterly state reporting process. This includes preparing and submitting the reports directly to the regulators; Interacting, collaborating and communicating with both the US compliance team and the US Regulators to ensure all licencing requirements are adhered to; Participating in the development and deployment of end-to-end automated processes within both the finance and reporting teams; Act as the critical accounting point of contact for the North American office and ensuring adherence to local GAAP; Ad hoc requests for financial information from both internal teams as well as third parties; Work on other projects as and when required Requirements BS In Accounting with at least 3 years of experience, CPA Preferred Attention to detail Determined, resilient Strong communication skills Experience with Microsoft products, particularly Excel, Word and Outlook Nice to have: Knowledge of NetSuite Money Transfer Industry Experience
WorldRemit London, UK
Apr 30, 2019
Full time
Company Information 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 150 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 company just went through its Series C financing and raised $40m. The company currently employees over 600 employees and has offices in London, Australia, New Zealand, USA, Canada and other locations.   Responsibilities Following a period of unprecedented growth a fantastic opportunity has arisen for an ambitious Management Accountant to join the Finance Team at WorldRemit’s London head office. Reporting to the Group Financial Controller this role will be responsible for the delivery of the UK's company’s management accounts.   Key finance control tasks include, but are not limited to Prepare monthly management accounts for the parent company; Analyse and comment on actual variances against prior period and budget; Prepare monthly balance sheet reconciliations, resolving any discrepancies promptly; Post journals and perform cash book recs for UK-specific bank accounts; Assist with preparation of monthly flash forecasts and annual budgets for the Group; Support the review of forex gains/ losses and intercompany transactions including transfer pricing, settlement of on-going charges and profit remittance; Actively participate in the year-end audit and statutory accounts preparation; Business partner with specific budget holders across the organisation; Drive continuous improvement of processes and procedures to support growth; Provide ad hoc reporting to support management decision-making. Experience with Sox compliance and documentation Good understanding of internal controls  Requirements:    ACA, ACCA or CIMA qualified 2+ years post qualified experience Strong MS Office skills particularly Excel Proactive, organised, self-starter and able to work to tight deadlines Experience of outsourcing and/or offshoring is advantageous Experience of working in a fast-paced environment is advantageous
WorldRemit London, UK
Apr 30, 2019
Full time
About the role The FP&A Analyst will report into the FP&A Lead.  This is a newly created position which will be responsible for owning the monthly investor reporting suite, understanding trends in the business and facilitating the Leadership team’s business decision making.   The successful candidate will be a self-starter with proven modelling experience, problem solving abilities, desire to make a difference whilst able to work in a fast-pace environment.   This role is an excellent opportunity to form a deep understanding of the money transfer business model and global trends underlying WR performance; work in a best-in-class transformation driven Finance organisation.   Responsibilities month end tools Ownership of the monthly investor reporting suite including Flash, Board Pack and Rolling Outlook Drive continuous improvement and optimisation to the Flash, Board Pack and Rolling Outlook modelling to improve accuracy level, content and commentary Support the Opex planning process and monthly actuals vs budget variance analysis. Evaluate new initiatives within the relevant functions, proactively identify opportunities for growth or improvement and make recommendations based on understanding of business’s strategic priorities Able to design best-in-class process companywide Build strong working with the Business Partnering and Controllership teams to establish a “One Finance” brand and achieve coordinated communication to the Business Prepare succinct insight and decision-focused presentations for senior management, Board, Investors and prospect investors, including presentations on business performance, KPIs, strategic investments, recommendations, etc. Support key business decision-making initiatives through ad-hoc analyses and building meaningful financial models. Requirements Team player attitude and enjoying working collaboratively is a must Strong communication and interpersonal skills with proven ability to identify improvement areas and formulate recommendations Advanced modelling skills (Excel), ability to analyse large volumes of data and provide concise insights and key messages Proven independent thought leader with a pro-active approach and ability to driving change Proven relationship builder and stakeholder management CIMA, ACA, ACCA, part qualified with at least 3+ years’ experience Ability to solve problems and think creatively – capacity to provide pragmatic solutions and have the drive and leadership to implement ideas through to successful conclusion Experience in working in a multinational organisation and/or high growth, dynamic, responsive environment is beneficial Excellent analytical skills applied to a broad range business and industry issues Excellent organisational skills, with the ability to manage expectations and appropriately prioritise Highest standards of accuracy, precision and attention to detail
WorldRemit London, UK
Apr 30, 2019
Full time
About the role  Following a period of unprecedented growth, a fantastic opportunity has arisen for an ambitious Senior Management Accountant to join the Finance Team at WorldRemit’s London head office. Reporting to the Financial Controller this role will be responsible for the delivery of the UK's company’s management accounts.   Responsibilities Prepare monthly management accounts for the parent company Manage a team of 3 and be responsible for the team’s delivery Analyse and comment on actual variances against prior period and budget Prepare monthly balance sheet reconciliations, resolving any discrepancies promptly Post journals and perform cash book recs for UK-specific bank accounts Review the work of the financial accountants and help the financial controller consolidate the results Actively participate in the year-end audit and statutory accounts preparation Re-engineer workbooks and provide recommendations Act as a right hand person to the Financial Controller and act as a back up Drive continuous improvement of processes and procedures to support growth Provide ad hoc reporting to support management decision-making Ad Hoc projects   Requirements ACA, ACCA or CIMA qualified Team management experience 3+ years post qualified experience Strong MS Office skills particularly Excel Proactive, organised, self-starter and able to work to tight deadlines Experience of outsourcing and/or offshoring is advantageous Experience of working in a fast-paced environment is advantageous Able to work cross functionally, well spoken and professional
WorldRemit London, UK
Apr 30, 2019
Full time
About the role The Finance Business Partnering team is responsible for reporting and analytics, business partnering, and driving value to the P&L. Our roles as business partners cover both decision support and financial planning and analytics that directly support and influence the business functions. The role will report to the Head of Finance Business Partnering and will be responsible for providing financial support to our Commercial/Sales team, Tech team, and other functions across the business.  This is a highly influential and commercial role which involves driving decisions and business performance through accurate, reliable and insightful financial analysis.  The successful candidate will be a self-starter with proven commercial acumen, problem solving abilities and significant experience in influencing both peers and business teams.  Transformation experience and ability to successfully drive change cross-functionally in a fast-paced organisation will be beneficial. This role is an excellent opportunity for a highly analytical and ambitious finance professional to join a rapidly growing company constantly challenging the status quo. There is room to make this role your own and really drive the business partnering function to the next level.   Tasks will include Being the Finance key point of contact for your Business functions, building effective, productive working relationships and ensuring pro-active Finance involvement in all key initiatives Critically evaluate new initiatives within the relevant functions, proactively identify opportunities for growth or improvement and make recommendations based on understanding of business’s strategic priorities. Driving the Business organization to prioritise resources towards key initiatives, being able to push back or influence decisions to ensure outcomes support organization-wide goals Working across finance, technology and operational functions to provide end to end advisory support to the Business on key aspects of deals and initiatives Prepare succinct insight and decision-focused presentations for senior management, Board, Investors and prospect investors, including presentations on business performance, KPIs, strategic investments, recommendations, etc. Working with other members of the broader Finance team to assess, challenge, collate and verify information and clearly communicate back to the finance team leaders. Insightful profitability analysis by send and receive countries and by corridors. Working with the Central FP&A team on financial planning including owning the budgeting, forecasting and results analysis for your Business segment, and contributing to support of long term strategic initiatives. Interacting with the wider finance teams to ensure a seamless integration of new and existing partners. Developing and coaching a team Support key business decision-making initiatives through ad-hoc analyses and building meaningful financial models. Supporting the Finance change agenda, including launch of the Rolling Outlook process, implementation of new ERP tools, and training and working with Business Planners and Business Heads on proactively managing risks and opportunities to the Budget.   Skills requirements Qualified ACCA/ACA/CIMA accountant with 4+ years post qualified experience Strong communication and interpersonal skills necessary for daily interaction with senior management, both in the UK and globally. Ability to solve problems and think creatively – capacity to provide pragmatic solutions and have the drive and leadership to implement ideas through to successful conclusion. Excellent analytical skills applied to a broad range business and industry issues. Highest standards of accuracy and precision; highly numerate and organised. Experience of a high growth, dynamic, responsive environment Excellent organisational skills, with the ability to manage conflicting demands and appropriately prioritise. Experience of business partnering or Financial Planning & Analysis an advantage Strong excel modelling skills, ability to analyse large volumes of data and provide concise insights of key messages Finance systems literate an advantage A flexible individual who enjoys working in a changing, fast-paced environment. Demonstrate ability to roll-up sleeves and work with team members in a hands-on capacity Providing impartial financial expertise and information to senior management to promote the ongoing growth and development of the business. Advanced Microsoft Excel and PowerPoint skills Proven self-starter and independent problem-solving ability with sense to understand implications of work and probe more deeply when presented with inconsistent or interesting findings Proven record of managing a team
WorldRemit Cebu, Philippines
Apr 05, 2019
Full time
The Role The Payroll Administrator is responsible for the preparation and processing of biweekly payroll for WorldRemit’s Philippines office. Coordination between Finance, Operations, People and external third parties is key to the timely and accurate processing of payroll and handling of related concerns. This role is responsible for the preparation, analysis and submission of regular payroll, attendance and leaves, statutory and audit reports, among others and ensures compliance with local regulations and adherence to Finance policies including travel and expense policies, etc.   Key Responsibilities: • Review accuracy of approved timesheets and ensure that any changes are valid. • Calculate earnings, deductions and other payroll special instructions. • Prepare and process timely and accurate biweekly payroll and maintain payroll records. • Prepare, monitor and maintain reports detailing overtime, leave balances, headcount (new, transfers, leavers), loans, statutory or benefit contributions, and other payroll related reports for completeness, accuracy and timeliness. • Manage the attendance or timekeeping system and payroll system from set-up, training, distribution of reports to audit. • Coordinate with sundry internal and external stakeholders for above and ensure confidentiality of information and validity of data transfers. • Prepare and submit monthly, quarterly or annual statutory reports including SSS, Philhealth, Pag-Ibig, and BIR, among others, for compliance. • Identify, investigate and resolve pay disputes within a reasonable turnaround time. • Answer staff questions professionally on salaries, deductions, attendance, time records and related items. • Develop, implement and evaluate relevant policies, procedures and process improvements.   Skills & Qualifications • Educated to Bachelor’s/College Degree level • At least 5 years’ relevant experience performing different functions in Payroll • Good working knowledge of local pay and taxation laws • Experience developing the process flow of transactions in both manual and automated payroll accounting systems • Excellent Excel and Microsoft Office user • Very strong written and verbal communications skills • Proven problem-solver with the confidence to suggest and implement constant improvements • Self-motivated, organised and able to meet deadlines • Proactive with naturally high level of attention to detail and accuracy • Team player, trustworthy and reliable, understands the importance of confidentiality • Able to work through the many changes and challenges of an evolving start up environment
WorldRemit London, UK
Apr 05, 2019
Full time
Role and context WorldRemit works with 200+ (and constantly increasing number of) partners globally in order to help us pay out customers’ transfers in local countries. This is a fundamental aspect of our business as over 50,000 to 70,000 transactions flow through our networks each day. A key aspect of what the Operations team focus on is helping to onboard and integrate new partners; and very importantly, identify and solve any customer issues/ friction points in as scalable way as possible. The role will lead WorldRemit’s Partner Operations function, currently a team of 27 talented problem-solving colleagues spread across 3 locations (Cebu, Philippines; London, UK; and Denver, USA). We operate on a 24/7 basis in order to be able to better serve our customers’ needs, fulfilling our promise of getting their money to their loved ones as fast as possible. In this role you will be in charge of, amongst other things: Overseeing the global Operations team, helping them build resilience and achieve scale. This could range from putting the appropriate management structure in place, to building processes to ensure that technical knowledge is embedded within the team Ensuring that all customer friction points (which could arise from the customer journey or partner issues) are dealt with by the team as efficiently and effectively as possible, whilst having an eye for the overall trends & root causes in order to formulate scalable solutions. On this, an ability to think critically and understanding data will go a long way Help develop the team’s core skillsets in order to better identify friction trends Work with both internal WorldRemit teams (especially Customer Services, and Product & Engineering) and/ or external partners in order to develop scalable processes and solutions Foster a fun, high performing & highly collaborative culture within the team Generally develop, coach and mentor the team It is fast paced and messy, but for the right person, it will be a lot of fun.   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, and a demonstrable interest in disrupting payments is results driven and isn’t afraid to roll up their sleeves to get things done no matter what the task is has a deeply strategic mindset, be a strong problem solver, and has the ability to synthesise and simplify large amounts of information to create business & operational value is highly structured & analytical, spot trends and come up with recommendations loves getting into the details but can distil & communicate pertinent information effectively is a people person and is awesome at building relationships be it with senior leaders or junior colleagues alike holds a black belt in juggling & prioritising multiple tasks, while maintaining a zen-like attitude in fast paced environments can inspire, coach and lead a team of people who may or may not report into you know how to set priorities for the team and yourself based on business objectives   Requirements: Bachelor’s degree or equivalent in business or related field Proven track record of creating and developing processes to improve efficiency Experience managing a team and working with senior management. Previous experience managing a global / remote team is a plus Understands data and is a guru in Excel and Power Point Strong experience in operational management, preferably in the payments industry Experience or background in strategy, management or operational consulting would be a significant asset Fluent written and spoken English with excellent communication skills
WorldRemit Denver
Apr 05, 2019
Full time
WorldRemit -  if the media's to be believed, we're the FinTech startup taking the world by storm - scooping-up awards and more than $140m in funding. OK... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. At WorldRemit, our customer service team is responsible for a range of crucial functions that make our business tick and keep our customers happy. That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month. You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. So, what’s the role? We are currently looking for a  Customer Service Executive fluent in Japanese  to join the Customer Service team in Denver. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must. A smile on your face will go a long way, too :-) Screening and verifying customer’s identification. Reviewing transactions and identifying suspicious activities. Reporting and escalating said suspicious activities to the relevant department. Research unusual or questionable transactions with the relevant department. Monitor and release transactions. Advising customers on the products WorldRemit offer. What do we want from you? Bachelor’s Degree is essential. Customer service experience previously would be great. But if you genuinely care and want to help and love talking to people, that’s a great start! Fluent in both written and spoken Japanese and English. Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment. Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) There are times when customers will be unhappy unfortunately. You will be relied on to resolve their issues and keeping calm throughout and giving a fantastic customer experience. A fondness of pizza will also help! What can WorldRemit offer you?  A starting salary of $18 per hour (with potential promotional opportunities after 3 months) A generous 401(k) employer match Benefits for medical, dental, vision, disability, and FSA Free Eco Pass for all transit zones Free gym access on premises Company discounts at some of your favorite retailers... and more! Please note that this is a full-time, shift based role. All regular shifts will be 8 hours (not including lunch) and are scheduled between 6:00 am - 11:00 pm. You will need to be flexible to work as part of a shift rotation basis, which can include holidays/weekends and may be subject to change.  Employment with WorldRemit is contingent upon a successful financial and criminal history background check for all new employee hires. Most positions require that the selected candidate pass tests or checks prior to beginning to work, including credit and reference checks
WorldRemit Sydney NSW, Australia
Apr 05, 2019
Full time
Who are we? We’re changing the way people send money abroad: we’re taking something complicated and making it simple. At WorldRemit, our people and our technology work together to create faster, easier and lower cost money transfers. We send to more than 145 countries around the world and have over 3 million happy customers – a number that’s growing every day! The mission of the  Compliance Department  is to assist in the implementation and oversight of the compliance functions embedded throughout WorldRemit and to carry out its mission with integrity and in accordance with WorldRemit’s legal, regulatory and ethical responsibilities. With 50 + regulatory jurisdictions and a truly global span, compliance at WorldRemit provides many exciting challenges and opportunities for those in the compliance area.   The role: The role, reporting to the Deputy Regional Head of Compliance APAC, will work in a small team to assist with ensuring compliance with all applicable regulatory obligations and company policies and procedures through the performance of a wide variety of compliance tasks. JOB DESCRIPTION: Due to the rapid expansion of the Company, WorldRemit is looking for a Compliance Analyst to help with the increasing workload.  This is an ideal role for an individual with an interest in Compliance and Anti-money Laundering.  As Compliance Analyst your duties will include but not limited to: Monitor compliance with current compliance policies and procedures. Escalate issues to the Country Compliance Officer with results of research. Monitor public presence of WorldRemit for compliance. Assist in the coordination and support of compliance audits and examinations. Manage the resolution of compliance issues. Providing assistance in training associates on the Company’s compliance policies and procedures. Performing routine daily tasks—reviewing reports, preparing necessary correspondence, and participating in department projects. Carrying out any other tasks as may be requested from time to time. Assist and support the Regulatory Compliance Team with Internal projects, audits, documentations review and collation Assist with any other Compliance related matters or projects as identified and assigned by the Compliance Officer. Scope for providing assistance and support to the APAC WorldRemit branches.   SKILLS AND EXPERIENCE REQUIRED Previous experience in AML/Compliance is required and the candidate should have a good understanding of the financial services environment (including remittance business) and the associated regulations. Have a professional manner and excellent communication skills. Have a logical working style and a high attention to detail. Have an ambitious nature with a drive to progress in their career. Have the ability to work with confidential and sensitive information in a trustworthy and professional manner. Be able to work under pressure, handle conflicting demands, and identify priorities. Analytical skills and strong attention to detail Ability to multitask and manage multiple deadlines Excellent written and verbal communication skills.
WorldRemit Sydney NSW, Australia
Apr 05, 2019
Full time
Who are we? We’re changing the way people send money abroad: we’re taking something complicated and making it simple. At WorldRemit, our people and our technology work together to create faster, easier and lower cost money transfers. We send to more than 145 countries around the world and have over 3 million happy customers – a number that’s growing every day! The mission of the  Compliance Department  is to assist in the implementation and oversight of the compliance functions embedded throughout WorldRemit and to carry out its mission with integrity and in accordance with WorldRemit’s legal, regulatory and ethical responsibilities. With 50 + regulatory jurisdictions and a truly global span, compliance at WorldRemit provides many exciting challenges and opportunities for those in the compliance area. The role: Due to the rapid expansion of the Company, WorldRemit is looking for a AML Analyst to help with the increasing workload.  This is an ideal role for an individual with an interest in Compliance and Anti-money Laundering.   As an AML Analyst your duties will include but not limited to: Assist and coordinate Customer Account reviews and Quality Assurance Monitoring of initial and on-going Know Your Customers (KYC) requirements. Providing AML Compliance advice and clarifications to the business as required. Monitor compliance with current compliance policies and procedures. Escalate issues to the Country Compliance Officer with results of research. Assist in the coordination and support of compliance audits and examinations. Manage the resolution of compliance issues. Providing assistance in training associates on the Company’s compliance policies and procedures. Performing routine daily tasks—reviewing reports, preparing necessary correspondence, and participating in department projects. Providing AML Compliance advice and clarifications to the business as required. Attending to escalations of Sanction Screenings and matches by the WR Support office. Escalating any suspicious activity/concerns to the Compliance Officer. Assist with any other Compliance related matters or projects as identified and assigned by the Compliance Officer. Scope for providing assistance and support to the APAC WorldRemit branches.   SKILLS AND EXPERIENCE REQUIRED Previous experience in AML/Compliance is required and the candidate should have a good understanding of the financial services environment (including remittance business) and the associated regulations. Have a professional manner and excellent communication skills. Have a logical working style and a high attention to detail. Have an ambitious nature with a drive to progress in their career. Have the ability to work with confidential and sensitive information in a trustworthy and professional manner. Be able to work under pressure, handle conflicting demands, and identify priorities. Analytical skills and strong attention to detail Ability to multitask and manage multiple deadlines Excellent written and verbal communication skills.
WorldRemit London, UK
Apr 05, 2019
Full time
The Company   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.  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.   The Role and Opportunity   WorldRemit is sending remittances from over 50 send countries to over 150 receive countries and the number is growing monthly. Each of these corridors have different commercial and competitive characteristics  We are looking for a Senior Commercial Insights Analyst that will support our data driven culture, leveraging the ever-expanding range of data sources we have available to improve our pricing decisions, from exploring our competitive landscape to understanding the way customers use our service.   Responsibilities   As the Senior Commercial Insights Analyst, you will use your ability in SQL and Excel to create analytically driven recommendations that shape pricing strategy and maximise ROI. Your solutions will influence international pricing decisions and create new opportunities that enhance business-wide performance.  On the technical side, you will be working with a wide variety of technologies (e.g. Tableau, Python or R…) to retrieve and analyse the transactional data, and more importantly, apply your data mining and/or statistical skills to obtain actionable pricing insights.   More specifically, to:   Translate business questions from the other pricing team members into specific hypotheses that can be answered quantitatively with our data Automate reporting processes and dashboards, audit data from external sources and aggregate information from multiple data sources Share insights that will shape our understanding and help us to predict how customer will react (or not) to proposed pricing changes Contribute to the industrialization of analytics, creating reproducible analysis that can provide insight in a continuously moving environment. For example, evaluation of the impact of pricing changes on the different business KPIs Support the creation of models that will help us understand the pricing strategies of key competitors Engage with senior stakeholders to ensure pricing insights are at the heart of company decisions   Key Attributes Strong analytical capability and evidence of being able to transform data into actionable insights An ability to see the bigger picture: a problem-solving approach that gets to the underlying business questions, using a variety of data sources and information Passion for learning, able to quickly adopt new business concepts and technologies.   Skill and Experience   Extensive experience in data analysis ideally within a business to consumer industry. Experience in international markets and/or fast-growing companies particularly valued Prior commercial or pricing experience would be preferred but a keen interest in pricing analysis is essential Very strong SQL skills, able to handle complex data structures from multiple sources (Big Data, conventional DBs) and different areas (digital, transactional, marketing…) Experience building dashboard or self-serve tools, with preference for Tableau Experience using statistical methods to create models and analyse large dataset using a language of your choice (e.g. R, Python) Advanced Excel
WorldRemit London, UK
Apr 05, 2019
Full time
The Company 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. 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.   The Role and Opportunity WorldRemit is sending remittances from over 50 send countries to over 140 receive countries and the number is growing monthly. Each of these corridors have different commercial and competitive characteristics We are looking for an Insight Analyst that will support our data driven culture, leveraging the ever-expanding range of data sources we have available to make better decisions, from exploring our competitive landscape to understanding the way customers use our service. Our team supports the business across all different areas, so we tackle a wide variety of problems, ranging from the highest macro level (e.g. identifying patterns across countries) to the most specific operational issues (e.g. automatic identification of the drivers of payment failures), and most importantly we support the business at strategic level (e.g. creating customer models to build more value). This is an amazing opportunity for a data driven individual to play a key role in the continued growth of one of the UK’s leading FinTech companies; and a very exciting challenge to put analytical skills to the test against an international context.   Responsibilities On the business side, work closely with a variety of stakeholders across the company, understanding the key areas where we can make a difference. You will create analytical solutions, extract insights and propose actions based on solid data analysis and modelling. On the technical side, you will be working with a wide variety of technologies (e.g. the Amazon Big Data ecosystem, Tableau, Python…) to retrieve and analyse the data, and applying your mathematical and statistical skill to obtain insights. More specifically, to: Translate business questions from different departments (e.g. finance, marketing, fraud, operations, customer service etc.) into specific hypotheses that can be answered quantitatively with our data Contribute to the industrialization of analytics, creating reproducible analysis that can provide insight in a continuously moving environment Support the creation of models that will help us understand the market behaviour Devise methodologies that will allow us to evaluate the impact of projects on the different business KPIs Identify opportunities for improvements through data analysis, and champion the usage of data to derive commercial insights and drive action across the business Present results to key stakeholders Key Attributes Excellent analytical problem-solving skills in a very dynamic environment, able to tackle problems from multiple areas of the business. Capable of developing full analytical projects end to end, from the business problem to the final insights and actions. Passion for learning, able to quickly adopt new business concepts and technologies. Skill and Experience 2+ years of experience in data analysis within a business to consumer industry, preferably in financial services or technology. Experience in international markets and/or fast-growing companies particularly valued. Very strong SQL skills, able to handle complex data structures from multiple sources (Big Data, conventional DBs) and different areas (digital, transactional, marketing…) Experience building dashboard or self-serve tools, with preference for Tableau. Strong analytical capability and evidence of being able to transform data into actionable insights. Experience using mathematical/statistical methods to create models and/or forecasts. Familiarity with statistical software is a plus, particularly R or Python.
WorldRemit
Mar 18, 2019
Full time
About WorldRemit We are looking for a Senior Product Designer , based in London, to help us take on our upcoming challenges and improve our product experiences through considered design thinking. WorldRemit helps people send money around the world to over 140 destinations more quickly, easily and securely than traditional processes that are often more expensive, complicated and do not recognize that the way people use money is changing.  We are proud of the diversity of our users which is one of our core strengths at WorldRemit, many of whom are first or second generation migrants working hard to support their families. We understand the impact that we help create, and are responsible for, when people trust us to send their money directly to family, friends and loved ones around the world.   Design at WorldRemit Our design team is growing in terms of people, impact and accountability. Designers are embedded in our feature teams, and form part of a triad working equally alongside engineering and product.  We help introduce new features and products to our app and website that continue to ease the process of sending money abroad, directly inform product strategy through the insights we gather and help facilitate design-led product development. Our efforts so far have resulted in almost 90,000 five star reviews from delighted people using our products and services - you will be a big part of continuing to cultivate the  stories that we can tell .   What you will be doing   Work with product owners and engineers in your team to set the design vision and strategy to improve our customer experience that includes: Sending and receiving money. Improving the activation process. Reducing the friction of sending money abroad. And a bunch more other product features. Partner with product and engineering leads, representing the design team, to help achieve design initiatives and provide direction and feedback in planning and product channels. Confidently oversee and manage multiple streams of work. Partner with engineering to ensure that our implementation and user experience is high-quality. Mentor designers across product teams and departments, support the design team by sharing work and helping to improve broad design initiatives such as our pattern library and user interviews. Provide guidance, input and support in our review and feedback sessions. Seek out feedback from your fellow designers and beyond your product team. Take a lead in recruiting and interviewing designers, and actively improve our inclusive design hiring process.   Does this sound like you? You have incredible experience as an individual contributor, with expertise working in a product design team and a great story to tell about the products you’ve worked on alongside a portfolio you’re proud of. We’ve found this generally comes with 5 or more years experience as a designer. You consistently demonstrate the importance that design plays to help influence positive behaviours for customers, with your experience in design thinking creating engaging and impactful solutions. You’re someone who draws motivation, purpose and inspiration from the mission of a company and use that in helping solve the problems you work on and defining the design vision. You are a brilliant 'T-shaped' designer bringing your experience with the end-to-end iterative design process, and keen sense of detail to problem solving. You have expertise in story mapping, journey mapping, prototyping, low or high fidelity prototypes, user testing and research to help achieve design goals. You are skilled with current design tools such as Sketch, InVision, Marvel and others. You have excellent written and verbal communication skills. You’re friendly, humble and focused on the team, and love working closely with product managers, data scientists, engineers and being supported by experienced designers to bring your unique perspective into the design process.   We strive to offer a competitive benefits package to employees including a personal learning and development, choice of equipment to support the way you work best, as well as a well stocked kitchen every morning for breakfast and a fun weekly town-hall meeting that features different food each time. We’re a global company with offices worldwide (London, UK / Denver, US / Krakow, PL / Cebu, PH and more), so you will have a network of locales to connect with as you grow with the company. Located in Victoria, our London offices are centrally based with a diverse background of nationalities, enjoying easy access from St James’s Park, Victoria and Westminster stations all within easy walking distance.   Something really important We are keen to ensure we are designing experiences that works for everyone, so we particularly encourage applications from different underrepresented demographics.  If the role sounds like a good fit and you’re interested in helping making a genuine impact on people’s lives, don’t hesitate to apply! We appreciate that applying takes a lot of effort, and we really value the time you invest. 
WorldRemit London, UK
Mar 18, 2019
Full time
Want to help us change the way the world moves money? We build high tech services that allow people to send and receive money easily. Our customers are mostly migrants, sending money home to their families and friends in Africa, Asia and Latin America. Today only 5% of the remittance market is online – with a large proportion of the industry operating through informal untracked networks. Yet online is predicted to grow to 60% in the next 5-6 years and WorldRemit is driving that shift. By reducing costs and freeing up time we enable people to make the most of the opportunities that their new life abroad provides and help to release the billions of dollars lost in transferring money to the developing world. This money goes directly to those who need it.   Why do we care about money transfers so much? Most of our customers are first or second generation migrants. They may be living and working far from their home but still manage to send money back to support their loved ones. Large international wire transfer companies and banks have been taking advantage of people like this by charging preposterous fees and unfair rates. With the World Bank estimating $575 billion annually flowing into developing countries - transforming the remittance industry could have a greater impact on international development than every single government aid program combined. WorldRemit is using innovative technology and growing it’s a global network to make transferring money easier, fairer and more affordable.   How are we doing so far? -   A family of 450+ employees across offices in London, Denver, Sydney and more -   A Fintech Top 20 company -   Sending almost 10,000,000 remittances annually (and growing) -   Raised $230 million in funding -   Funded by VCs behind companies such as Airbnb, Spotify, Netflix and Facebook. -   Covering 140+ countries across the globe   What will you be working on? You’ll be working on one of our biggest business goals: improving the customer experience by eliminating the friction in sending a money transfer. When we’re sending money to 140 countries around the world, some things are bound to go wrong through user or partner error, but we want to catch them when they do and fix them before the customer ever knows there was a problem. Getting this right is crucial to allowing WorldRemit to scale effectively and reach even more people around the world. You will: Own the user experience for customers after their transaction has been authorised, across all 140 markets, on both mobile and web Define the roadmap for tackling friction, prioritising for maximum benefit to our customers and business Develop a deep understanding of our users and their interactions with WorldRemit by analysing the huge amounts of data we have available and undertaking user research, as well as drawing on the expertise of our Customer Service and Operations teams Work tightly with other Product Owners and business stakeholders to understand how new initiatives might affect customer friction and identify how these can be avoided or improved Be the product owner for the new friction development team in Warsaw (regular travel to Poland included), prioritising the backlog, and writing rock-solid user stories, requirements and acceptance criteria   What are we looking for? A natural leader with a proven track-record of building amazing products A commercial mind-set with a good understanding of how to balance customer needs with business needs An analytical approach, you know which metrics to focus on and can mine data for behavioural trends A great eye for detail – no room for error when people’s money is at stake!   Skills we’d like Product management experience, working hands on with an agile development team of developers and designers Experience creating a roadmap, writing tight user stories, and prioritising a backlog Sufficient understanding of web and mobile technologies to spot opportunities and avoid pitfalls Experience of user research from guerrilla testing to customer interviews Analytical mind set with great understanding of A/B testing and correctly interpreting statistical significance. SQL skills preferable Evidence of taking a product or features from discovery to live
WorldRemit London, UK
Mar 18, 2019
Full time
About WorldRemit  We are looking for a Product Designer , based in London, to help us take on our upcoming challenges and improve our product experiences through considered design thinking. WorldRemit helps people send money around the world to over 140 destinations more quickly, easily and securely than traditional processes that are often more expensive, complicated and do not recognise that the way people use money is changing.  We are proud of the diversity of our users which is one of our core strengths at WorldRemit, many of whom are first or second generation migrants working hard to support their families. We understand the impact that we help create, and are responsible for, when people trust us to send their money directly to family, friends and loved ones around the world.   Design at WorldRemit Our design team is growing in terms of people, impact and accountability. Designers are embedded in our feature teams, and form part of a triad working equally alongside engineering and product.  We help introduce new features and products to our app and website that continue to ease the process of sending money abroad, directly inform product strategy through the insights we gather and help facilitate design-led product development. Our efforts so far have resulted in almost 90,000 five star reviews from delighted people using our products and services - you will be a big part of continuing to cultivate the  stories that we can tell .   What you will be doing Work with product owners and engineers in your team to drive design vision and strategy to improve our customer experience that includes: Sending and receiving money Improving the activation process Reducing the friction of sending money abroad And a bunch more other product features Partner with product and engineering to represent the design team, help achieve design initiatives, and provide feedback in planning and product channels Partner with engineering to ensure that our implementation and user experience is high-quality. Support designers across product teams and departments by sharing work and helping to improve broad design initiatives such as our pattern library and user interviews. Provide guidance, input and support in our review and feedback sessions. Seek out feedback from your fellow designers and beyond your product team. Help in recruiting and interviewing designers, and actively improve our inclusive design hiring process   Does this sound like you?   You have a couple of products under your belt, and you’ve mostly worked in house at product focused companies. It’s not that we don’t want to hear from you if you’ve mostly been living the agency life, but tell us why you’re looking for a change. You recognise the importance that design plays to help influence positive behaviours for customers, with your experience in design thinking to help create engaging and impactful solutions. You’re someone who draws motivation, purpose and inspiration from the mission of a company and use that in helping solve the problems you work on. You have a great portfolio that demonstrates your experience with typography, interaction and visual design that tells us how you contributed to success. You strive to be a ’T-shaped’ designer bringing your experience with the end-to-end iterative design process, and keen sense of detail to problems and solutions. You know when to use story mapping, journey mapping, prototyping, low or high fidelity prototypes and user testing and research to help achieve design goals. You have a proficiency with current design tools such as Sketch, InVision, Marvel and others. You’re friendly, humble and focused on the team, and love working closely with product managers, data scientists, engineers and being supported by experienced designers to bring your unique perspective into the design process.   We strive to offer a competitive benefits package to employees including a personal learning and development, choice of equipment to support the way you work best, as well as a well stocked kitchen every morning for breakfast and a fun weekly townhall meeting that features different food each time. We’re a global company with offices worldwide (London, UK / Denver, US / Krakow, PL / Cebu, PH and more), so you will have a network of locales to connect with as you grow with the company. Located in Victoria, our London offices are centrally based with a diverse background of nationalities, enjoying easy access from St James’s Park, Victoria and Westminster stations all within easy walking distance.   Something really important We are keen to ensure we are designing experiences that works for everyone, so we particularly encourage applications from different underrepresented demographics.  If the role sounds like a good fit and you’re interested in helping making a genuine impact on people’s lives, don’t hesitate to apply! We appreciate that applying takes a lot of effort, and we really value the time you invest. 
WorldRemit London, UK
Mar 18, 2019
Full time
Want to help us change the way the world moves money? We build high tech services that allow people to send and receive money easily. Our customers are mostly migrants, sending money home to their families and friends in Africa, Asia and Latin America. Today only 5% of the remittance market is online – with a large proportion of the industry operating through informal untracked networks. Yet online is predicted to grow to 60% in the next 5-6 years and WorldRemit is driving that shift. By reducing costs and freeing up time we enable people to make the most of the opportunities that their new life abroad provides and help to release the billions of dollars lost in transferring money to the developing world. This money goes directly to those who need it.     Why do we care about money transfers so much? Most of our customers are first or second generation migrants. They may be living and working far from their home but still manage to send money back to support their loved ones. Large international wire transfer companies and banks have been taking advantage of people like this by charging preposterous fees and unfair rates. With the World Bank estimating $575 billion annually flowing into developing countries - transforming the remittance industry could have a greater impact on international development than every single government aid program combined. WorldRemit is using innovative technology and growing it’s a global network to make transferring money easier, fairer and more affordable. How are we doing so far? A family of 650+ employees across offices in London, Denver, Sydney and more A Fintech Top 20 company Sending almost 10,000,000 remittances annually (and growing) Raised $230 million in funding Funded by VCs behind companies such as Airbnb, Spotify, Netflix and Facebook. Covering 140+ countries across the globe   What will you be working on? Based in London, reporting to our Head of Product for the Customer Trust tribe, you’ll lead our data investigations to help us learn faster and smarter. You will be working in close partnership with product managers among the teams of our Customer Trust tribe, working on diverse and complex areas including: Payments; Fraud; Compliance and; Customer Friction. These areas are essential to the success of WorldRemit and key data-driven decisions can help us continue our rapid growth. You will be instrumental in helping us better understand our customer’s, leveraging actionable insights to help us build a better service. As a hand’s on role, you’ll also be experienced in some data engineering activities, helping us get the best out of our data through the automating of data-related tasks to better enable our business to work smart and be data rich.   Main responsibilities: Help Product Managers understand correlation/causation impacts of our product updates, using this and other data to inform roadmaps Work closely with product managers to understand problems and stretch their thinking through challenging data Take our data functions to the next level: working with departments across the business to raise the bar for data science at WorldRemit Manage multiple projects at the same time: knowing how to balance a workload, with good intuition on when you need to go deeper Work with stakeholders across the business to identify how we can better use data. Depending on the solution, you’ll help productionise the data-solution to help us automate daily tasks and functions Present your findings to stakeholders at different levels (including C-suite), so you’ll have an eye for detail and be excellent at breaking down complicated analysis for everyone’s understanding   What we’re looking for:   We’re looking for someone hands-on. You’ll be passionate about using data to solve difficult problems and have previous experience in productionising your insights Evidence of going deep into problems to draw out root causes and essential insights that help direct the business A passionate advocate for data – you’ll use data to challenge our assumptions. Having confidence in your work and happy to stand behind your findings A proven track record of working in a B2C business, preferably in the e-commerce space: you understand customer journeys and are always looking at things from the customer’s perspective Someone who will lead by example as we continue to establish data at the heart of our strategy Programming experience: Python or SQL would be preferred, but not essential  Innovative mindset – you will have informed views on the latest techniques and technologies and the most effective ways of trialling and deploying them Cultural fit – We are known for our low ego, non-hierarchical and collaborative culture
WorldRemit London, UK
Mar 18, 2019
Full time
About WorldRemit: We are looking for a User Researcher , based in London, to help us take on our upcoming challenges and improve our product experiences through informed decision making and insights gathering. WorldRemit helps people send money around the world to over 140 destinations more quickly, easily and securely than traditional processes that are often more expensive, complicated and do not recognise that the way people use money is changing.  We are proud of the diversity of our users which is one of our core strengths at WorldRemit, many of whom are first or second generation migrants working hard to support their families. We understand the impact that we help create, and are responsible for, when people trust us to send their money directly to family, friends and loved ones around the world. Our efforts so far have resulted in almost 90,000 five star reviews from delighted people using our products and services - you will be a big part of continuing to cultivate the  stories that we can tell . About the role: We are looking for a Lead User Researcher to help us build empathy and understanding for migrants around the world. You will be crucial in helping inform and shape our direction as a company, by bringing in insights from our customers into our product teams as well as more broadly across the organisation. We have an exciting and busy year of research ahead, that has be planned from a high level perspective and budgeted! However we are seeking someone with a research vision and hands on experience to take ownership of our approach and guide us in defining how we succeed in gaining those insights and answers.  There will be a high degree of autonomy and accountability in this role, actively supported by our Head of Product Design and Chief Product Officer along the way. What you will be doing Working with our teams to lead our design research practice at WorldRemit by: Defining, planning and conducting usability testing and broader user & discovery research. Coaching others on how to best approach testing and research, bringing them into the process making us all better at understanding the people that use our products and the real problems they face. Influencing our product development and design process through graining insights, data and ideas to help us make better products and features. Synthesise research and insights into compelling, creative and actionable formats - leaning on your strength as a storyteller to engage everyone in the organisation. Partner outside of product to represent the design team in promoting the efforts and impact of design research through inclusive user research. Support designers across product teams and departments by sharing work and helping to improve our broad design initiatives through earned user insights. Provide guidance, input and support in our review and feedback sessions. You also regularly seek out feedback from your fellow designers and beyond your product team. Help in recruiting and interviewing designers and researchers, and actively improve our inclusive design hiring process   Does this sound like you?   You have hands on experience scoping, prioritising and running design research initiatives within product focused companies, preferably with in-house experience along the way. We believe that success in this role generally comes with 7 years experience, or more, as a user researcher to draw upon. You have broad experience applying a range of research methodologies, knowing which to try in a given circumstance. You’re experienced with collecting, analysing and presenting data, both qualitative and quantitative, that is accessible to a wide range of people in any given company. You’ve demonstrated the importance that research plays to inform and improve the customer experience multiple times, gaining respect and praise for your efforts. You’re fascinated by human behaviours, psychology and emotions. You’re a great storyteller, able to speak comfortably to designers, engineers, business people and other stakeholders. You’re someone who draws motivation, purpose and inspiration from the mission of a company and use that in helping solve the problems you work on. You have proven ability to build relationships between disciplines and teams. You have experience building a happy research team, or have the desire to learn what it takes to do so. You’re friendly, humble and focused on the team, and love working closely with product managers, data scientists, engineers and being supported by experienced designers to bring your unique perspective into the design process.  We strive to offer a competitive benefits package to employees including a personal learning and development, choice of equipment to support the way you work best, as well as a well stocked kitchen every morning for breakfast and a fun weekly townhall meeting that features different food each time. We’re a global company with offices worldwide (London, UK / Denver, US / Krakow, PL / Cebu, PH and more), so you will have a network of locales to connect with as you grow with the company. Located in Victoria, our London offices are centrally based with a diverse background of nationalities, enjoying easy access from St James’s Park, Victoria and Westminster stations all within easy walking distance. Something really important We are keen to ensure we are designing experiences that works for everyone, so we particularly encourage applications from different underrepresented demographics.  If the role sounds like a good fit and you’re interested in helping making a genuine impact on people’s lives, don’t hesitate to apply! We appreciate that applying takes a lot of effort, and we really value the time you invest. 
WorldRemit Cebu, Philippines
Feb 21, 2019
Full time
Role Overview: Reporting to the VP Customer Service, the Head of Customer Service Philippines is responsible for Cebu operations (Including workforce, technology, and physical plant) delivering compliant tactical execution of operating initiatives across multiple customer service channels (including inbound/outbound voice, email and live chat).  Additionally, the role may include site leadership to support the other WorldRemit teams that work in our Cebu site.    Duties: • Leverage customer contact/transaction forecasts to staff and manage 24x7x365 multichannel contact centre operation. • Recruit/hire/train/manage Customer Support team leaders and infrastructure managers (e.g., Customer Support, quality assurance, training, facilities management, and workforce management). • Develop and maintain highly valued and responsive suite of customer contact channels, the results of which include exceptional customer contact experiences, exceptional employee experiences, and a cost-efficient technology-driven operation. • Create an enterprise-aligned, clearly understood and communicated Cebu-site management strategy that favourably impacts revenue and bottom-line financial goals. • Manage an operating budget of approximately £X million and 300+ FTE’s. • Develop and implement appropriate and reliable measures and reporting to support achievement of business strategies. • Coordinate and collaborate with contact centre leaders (London, Denver, etc.), to create and sustain effective contact centre infrastructure teams handling supporting forecasting in language, staffing models, workforce scheduling, and training and employee development, and global compensation and reward systems. • Be a strong, creative customer and advocate for improved systems to support the CS team and the customer • Lead initiatives to evaluate, acquire and integrate workforce management solutions into the enterprise operation. • Provide inspirational and charismatic surprise-free leadership for contact centre staff (customer-facing, infrastructure and back-office), hallmarked by process rigor, appropriate standardization, and consistent performance against targets. • Serve as a subject-matter expert on customer experience and contact centre operations to the WorldRemit leadership team. • Collaborate and coordinate with WorldRemit executive team on the development and implementation of contact centre initiatives. • Develop strategically-aligned objectives and key results (OKRs) and an environment of performance coaching, feedback and reward. • Ensure all contact centre operations are audited regularly and achieve regulatory and policy compliance. • Invest appropriately in business transformation and continuous improvement initiatives. • Recruit and engage exceptional talent. • Travel as required and as necessary to support operations.    Required Skills & Experience: • Bachelor’s Degree in Business Administration or related field. • Minimum 12 years of contact centre operations experience, at least 5 years in a senior/site leader role. • Experience with financial services offerings. • Site management experience as leader of 24x7x365 operation. • Has directly led the maturing of a contact centre’s people, process and technology from fast growth to a stable performing platform • Relevant experience in a management role o within a fast-paced environment, experience in Financial Service preferred. o where Regulatory oversight across multiple jurisdictions was a key factor o where establishing and working with outsourcers has been a key part of the role o where the Operating Model is in development o where the supporting systems were in flux • Proven track record of building strong stakeholder relationships with internal and external partners. • Self-starter, able to work independently as well as part of a team. • A diplomatic and sensitive approach and a calm nature. • Proven track record of making sound decisions with a strong sense of urgency. • A genuine passion for differentiating customer service. • The ability to create, implement and improve demanding processes and procedures. • Experience of training and motivating high-performing customer service teams across multiple cultures and geographies. • Strong analytical skills, communication skills, and interpersonal skills.
WorldRemit Denver
Feb 21, 2019
Full time
Customer Service Executive – Spanish-Speaking (Denver) WorldRemit -  if the media's to be believed, we're the FinTech startup taking the world by storm - scooping-up awards and more than $140m in funding. OK... all that is true. But we're so much more. WorldRemit is changing the way people send money to family and friends. We're leading an online revolution and laying to rest old-fashioned money transfer agents. At WorldRemit, our customer service team is responsible for a range of crucial functions that make our business tick and keep our customers happy. That includes transaction monitoring - reviewing, approving and sometimes rejecting the more than 300,000 monthly transfers that pass through our service every month. You'll be learning a whole lot about payments, compliance, anti-money laundering and other fascinating aspects of international finance. So, what’s the role? We are currently looking for a  Customer Service Executive with   fluent Spanish  to join the Customer Service team in Denver. Managing queries on transactions via phone, email and instant chat. You’ll be the first point of contact for our customers so an attentive manner is a must. A smile on your face will go a long way, too :-) Screening and verifying customer’s identification. Reviewing transactions and identifying suspicious activities. Reporting and escalating said suspicious activities to the relevant department. Research unusual or questionable transactions with the relevant department. Monitor and release transactions. Advising customers on the products WorldRemit offer. What do we want from you? Bachelor’s Degree is essential. Customer service experience previously would be great. But if you genuinely care and want to help and love talking to people, that’s a great start! Fluent in both written and spoken Spanish and English. Tech savvy – proficient in Microsoft Office, general IT skills, data capture experience to name a few areas. Be a team player that can adapt to a fast-paced and changing environment. Highly disciplined, self-motivated, and service delivery focused.  Always willing to go that extra mile. The ability to communicate with people from across the globe is key as our customer base is exactly that.  Worldwide. The patience of a saint :-) There are times when customers will be unhappy unfortunately. You will be relied on to resolve their issues and keeping calm throughout and giving a fantastic customer experience. A fondness of pizza will also help! What can WorldRemit offer you?  A starting salary of $18 per hour (with potential promotional opportunities after 3 months) A generous 401(k) employer match Benefits for medical, dental, vision, disability, and FSA Free Eco Pass for all transit zones Free gym access on premises Company discounts at some of your favorite retailers... and more! Please note that this is a full-time, shift based role. All regular shifts will be 8 hours (not including lunch) and are generally 10:00 am - 7:00 pm or 2:00 pm - 11:00 pm. You will need to be flexible to work as part of a shift rotation basis, which can include holidays/weekends and may be subject to change.  Employment with WorldRemit is contingent upon a successful financial and criminal history background check for all new employee hires. Most positions require that the selected candidate pass tests or checks prior to beginning to work, including credit and reference checks