Company DescriptionWise is a global technology company, building the best way to move and manage the world’s money.Min fees. Max ease. Full speed.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.As part of our team, you will be helping us create an entirely new network for the world's money.For everyone, everywhere.More about our mission and what we offer.Job DescriptionWise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. Your mission is to transform how we deliver our customer support experience to build a globally scalable and cost-effective model for our future.The role is a unique opportunity to join one of the fastest growing companies in Europe. With over 15 million customers, we’re already moving more than £9 billion a month and have more than 2,500 people in our operations functions across the US, Estonia, Hungary and Singapore and 800 in Product and engineering. We serve a wide range of customers from personal users, freelancers, small businesses to enterprise businesses and banks.You will be one of the first members of the newly set-up function that creates a bridge between Operations teams and other functions (including engineering, compliance, our people team etc). This new function sits in our servicing organization and will be responsible for running scalable and effective operations by driving outcomes with both product and operations organizations.Here’s how you’ll do:Look into potential Operations issues that could challenge our growthWork closely with Ops and Financial Crime teams, providing feedback from the customer point of view, challenging them when they are too risk averseYou will do the opposite with Product teams - challenge them when they don’t consider risk and scalability levers thoroughly enough, and encourage them to consider the operational impact of their actions, aiding them with insights and dataHelp Wise serve its customers in the best way by setting up Operational teams SLAs, finding ways to improve their processes, build demand-capacity plans and provide the Product teams with insights from the Ops teams and influence their plans.Run side by side sessions with Ops agents and go through cases and customer contacts to find insights, and build business cases for both product and operational solutions accordinglyManage incidents when they happen - from setting up processes to conducting post mortemsYou’ll be working closely with partners at Operations teams across Customer Support, KYC, FinCrime and Payment Operations. You’ll be driving automation, process improvements and outsourcing projects.This would translate to overall responsibility of SLAs, quality of processes and scalability of the region.You’ll clearly define success and evaluate progress with both qualitative and quantitative methods.QualificationsYou have several years of experience in a broad role at an innovative Fintech or US Bank, driving large projects to completionYou’re passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions.You’re entrepreneurial and hands-on – You have delivered high impact product solutions before in data-driven environments, using a mix of product and process solutions and have seen them through to production.You are fluent with data, can use spreadsheets and analytics dashboards for insights, preferably you know SQL and Python.You can go through loads of qualitative data point: customer contacts, operational cases and side-by-sides sessionsYou understand the economics concepts like demand-capacity,You understand technology and how to build products well enough to be able to help the team know when to invest in tech debt reduction, bugs or new features.Have a clear playbook for prioritizing work, helping the team understand impact and making an inspiring roadmap for everyone to follow.You approach problem solving in a methodical way, allowing the team to gain clarity over root cause issues and making it easier to correctly assess risk and migration strategies for it.You can influence people without authorityAdditional InformationFor everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.We're proud to have a truly international team, and we celebrate our differences.Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.We're an Equal Opportunities employer, and we're proud of our vibrant, diverse community.
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