Senior Lead of Continuous Improvement - Customer Support

The aim of the Senior CI Lead - Customer Support role is to spearhead continuous improvement initiatives within Wise, particularly focusing on the CS squad, to drive process excellence and support the achievement of strategic objectives. 

As a Senior CI Lead, you will work closely with the CS squad, identifying areas for improvement in workflows and processes, driving impactful changes, and ensuring alignment with squad strategies. Moreover, you will be responsible for building and nurturing the CI team within CS, fostering a culture of continuous improvement and excellence. Additionally, you will establish and oversee a robust project management framework and practices to effectively manage improvement initiatives and drive organisational success.

Responsibilities:

• Drive strategic discussions and contribute to the development of the CI strategy.
• Lead a multidisciplinary team consisting of Process Analysts and Project Managers, ensuring cohesive collaboration and effective execution of improvement initiatives.
• Translate the Squad’s strategy into projects or initiatives within the assigned domain, focusing on driving impactful improvements.
• Foster strong cross-functional collaboration with Operations leads, Product Managers, and other Servicing functions (e.g.: Quality, Knowledge management, Workforce Management, Complaints, etc…) to ensure alignment and synergy in improvement efforts.
• Monitor CI operations performance within the relevant domain and take corrective actions as necessary.
• Champion knowledge sharing within the team and mentor team members in process mapping, project management and improvement initiatives.
• Develop and implement frameworks and governance models to surface product or process defects, reporting gaps, and opportunities to relevant teams.
• Influence product roadmaps to ensure consideration and action on improvement opportunities.
• Provide guidance, methodologies, and define career development paths for the CI team.
• Organise and drive regular reviews of CI activities and results, ensuring continuous improvement and alignment with organisational goals.
• Work with the ops leadership team to optimise the organisational structure to support CI efforts within the assigned scope.
• Implement performance management practices to ensure the CI team's effectiveness and alignment with organisational objectives.

• Seasoned leader with a minimum of 5+ years in a leadership role.
• Has run major transformation or process improvement projects.
• Is comfortable managing senior stakeholders both in Operations and Product (Director and VP level). 
• Has extensive experience with project management and process improvement methodologies, ideally in Operations environment. 
• Self-starter with a proven track record of individual ownership, problem-solving, and project execution.
• Passionate about customer experience, technology, leading people, and building teams, with a genuine drive to make a difference.
• Data-driven mindset with the ability to set targets, drive analysis, and define KPIs.
• Forward-thinking individual who can draft and monitor the performance of the continuous improvement framework, contributing to operational strategy planning and process excellence.
• Team-builder with hands-on leadership style, dedicated to developing and empowering teams, improving procedures and processes, and building strong relationships with stakeholders.
• Exceptional communicator with excellent verbal and written English skills, capable of effectively communicating across different cultures and time zones.
• Flexible and adaptable to a fast-paced, ambiguous environment, with the ability to handle varied work schedules and occasional travel.
• Reliable and accountable, with the ability to manage cross-team projects effectively and multitask in challenging situations.
• Customer-focused individual who prioritises the customer's best interest and cultivates this mindset within their teams.

Nice to have:

• Fintech or scale-up background
• Project management Certifications - PMP, PMI or similar
• Lean Six Sigma - ideally black belt

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.

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