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Head of Servicing Operations

3 months ago

Austin, Texas, United States Wise Full time
Job Title: Head of AMERICAS Operations / Site Lead

About the Company:
Wise plc, a global tech company formerly known as TransferWise, has been on a mission since 2011. We have revolutionized the way money moves across borders, processing over £9 billion in transactions monthly, saving customers £1.5 billion annually. As the largest tech company by market capitalization to list in London, we are a rapidly growing and profitable leader in the industry.

Job Description:
At Wise, our Operations team plays a vital role in areas such as Financial Crime, Fraud, KYC, Payment Operations, and Customer Support. We are seeking a dynamic Head of AMERICAS Operations / Site Lead to oversee these teams in the region, manage day-to-day operations, drive growth, and support the launch of new markets. You will report to the Global Head of Operations and collaborate with various leadership teams including Product, Compliance, and Engineering.

Responsibilities:
  • Lead Financial Crime & Fraud Operations, KYC, and Due Diligence, Payment Operations, Customer Support, and Scale & Transformation teams in the Americas
  • Collaborate with global and local leadership on regional strategy, capacity planning, and expansion to new markets
  • Develop local operational leaders, recruit top talent, and establish efficient working practices
  • Oversee Servicing metrics, SLAs, quality scores, and cost per case for the region

Qualifications:
Essential:
  • Proven leadership in Operations within FinTech, Financial Services, or Technology industries
  • Experience partnering closely with Product teams to drive solutions
  • Ability to balance strategic planning with day-to-day execution
  • Local market knowledge and adaptability to change
  • Analytical and data-driven mindset

Great to have:
  • Experience leading transformation projects in customer operations
  • Background in managing multinational teams across diverse regions

Additional Information:
  • Our leadership values at Wise focus on empowerment, impact, and continuous development
  • We embrace diversity and inclusivity to build a strong and respectful team culture
  • Join us at Wise to contribute to a mission-driven, borderless financial ecosystem