Head of Transformation, Governance and Strategy (TGS) for Customer Support and KYC

• You are the main help in defining the Strategy for Customer Support and for KYC Operations. As such, you also provide strategic insights and tactical leadership to CS and KYC Ops teams

• You fully own a large portfolio of projects that drive some of the priorities that emanate from that strategy. As such, you design Wise CS and KYC change roadmaps, and identify new operations opportunities, running when needed operational diagnostics

• You drive the direction of the Operations teams through Planning and Governance. As such, you run the global CS and KYC Operations planning process and ensure consistent, efficient and effective planning. You propose KPIs and Target Guidance for CS and KYC Ops teams and develop strategic plans for optimised risk, compliance, cost, quality and speed. 

• Some Key Result and metrics for your team would be:

  • Plans’ delivery for KYC Implementation and CS Implementation

  • Plans’ target attainment also for KYC and CS

  • CS global cost per contact

  • KYC global Cost per Contact

  • CS Global Resolution rate and the equivalent for KYC Operations

• You build a team and culture that ensures meaningful changes to how we operate our support are sized, impactful and operationalised fast & holistically

• You ensure the collaboration between the various stakeholders (Workforce Management and Scheduling Team, SE and SS teams, Vendor Management Team) and the Support Squads (Mitigation Squad). As such, you often represent the CS&KYC team in relevant meetings and planning sessions for launching, assessing, and managing plans

• You ensure the function leads are equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks

• Leadership in transforming Operations: Successful track record in similar senior operational leadership roles within the FinTech, Financial Services or Technology industries, working with people and processes as well as products. Demonstrated ability to execute at very high level in a variety of Customer Support-type contexts

• Experience working tightly with Product teams: Track record of working in a product-driven company, in true partnership with Product teams to build the right solutions to the right Support problems.

• Ability to work across time horizons: Able to translate product requirements into a servicing model, formulate long-term strategies and 6-month plans, but also able to ensure team accountability in the day-to-day, while maintain strategic direction for the team among the constant noise of the BAU.

• A business mindset: Adept at managing change and adapting to evolving business needs, optimising for best customer support within the constraints of our resources and other business needs.

• About you

  • You get stuff done. Execution is your superpower and you have strong planning, decision making, problem solving and critical thinking skills. You are deadline-oriented, have great time and energy management skills.

  • You want to Transform things in a big way - but are able to and keen to work in the details. To do this, you have strategic planning and process improvement skills. You are practical! You know when to invent and when to “copy with Pride”, to not reinvent things and, instead, spend the best brain power in solving the harder problems

  • You know the past and the present of Operations but you are not a prisoner of either; you are willing to move quickly to a new future and take risks along the way, and you can build a reputation for “a changer” rather than “a safe operator”. Others will be the safe operators, but for this role we need appetite for strong changes

  • You feel extremely comfortable working with operational data, product data and financial data, and can “connect the dots” across them

  • You have excellent communication skills, are credible in front of Operations teams, you are able to influence and lead others. Your stress tolerance is high, you know how to delegate tasks and have great negotiations skills

Our leadership framework includes the key attributes of impactful leaders at Wise.

Leading at Wise, like a lot of other things, is quite unique.  Our teams and individuals have the autonomy to make impactful decisions for our customers. Our leads empower the team to deliver impact and champion our culture.  

LEAD - Define the direction and empower your team to work interdependently to achieve goals in an autonomous environment.

DELIVER - Make sure the team is data-driven to make the most impact for our customers.

DEVELOP - Create an environment focused on the ongoing development of your team through knowledge sharing and feedback.

NURTURE - Build a culture where your team can have maximum impact by being and challenging themselves.

Position Location: Tallinn, Budapest, London, Singapore, Austin

WE’RE PEOPLE WITHOUT BORDERS.  BUILDING MONEY WITHOUT BORDERS.

We’re also people without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

For 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.

If you want to find out more about what it's like to work at Wise visit Instagram.