Head of Servicing Operations

1 month ago

Austin, United States Wise Full time
Job DescriptionJob DescriptionCompany Description

WE’RE A GLOBAL TECH COMPANY WITH A BIG MISSION AND A STARTUP HEART.

Wise plc launched in 2011 under its original name TransferWise.  Today We process over £9 billion in cross-border transactions every month, saving customers over £1.5 billion a year. We are one of the world’s fastest growing, profitable technology companies and the largest tech company by market capitalisation to ever list in London.

We disrupted an industry and created a new way to move money across borders.  Today, 16 million people and businesses use Wise. We are 5000+ Wisers across 17 countries and 117 nationalities and we continue to grow at pace and to redefine the international money space.

Job Description

Operations at Wise are made up of teams in Financial Crime, Fraud, KYC, Payment Operations, Customer Support & Transformation teams that support them (including vendor management, process improvement, workforce planning). These teams are part of a global servicing operations teams.

We’re looking for a Head of AMERICAS Operations / Site Lead to lead these teams in the region, grow the office and teams, ensure the day-to-day operations run smoothly, help with the forecasting & growth of launching new markets, and 

What you’ll be doing

You will be heading our Americas operations with 500+ Wisers from across sites like Austin, Tampa, and Sao Paolo. You’ll report directly to the Global Head of Operations and be a part of both the Global Servicing Operations leadership team, and the local Americas leadership team (alongside product, banking, compliance, people, engineering and others). 

Your teams will include Financial Crime & Fraud Operations, KYC and Due Diligence, Payment Operations, Customer Support and Scale & Transformation teams within the Americas region. 

Your responsibilities include leading the organisation in the region and working closely with the global heads on shaping the future of the region, location strategy capacity planning- but also with the local Americas leadership team on expansion to new markets and regions. It also includes growing the local operational leaders in the market, hiring talent, establishing local ways of working (including hybrid working, growth opportunities, talent mapping). 

Your accountability includes ownership of Servicing metrics for the region including SLAs, quality scores, resolution rates, cost per case - and working with the Global Heads on how the region contributes to the overall global goals. 

Qualifications

Essential

  • Leadership in 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.
  • Local knowledge of the market and region: Ability to understand the local laws, culture, regulations and ways of working for the region 
  • Well-rounded approach to Operations and change: 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.
  • Analytical & data driven:  Able to build and execute against KPI's and enhance SLAs. Uses data to find insights and solve complex problems.

Great to have

  • Transformation: Has led a transformation / optimisation of customer operation function(s).  Ideally including location and outsourcing strategy, operating model changes, service design, process automation and having an appetite to add LLMs / AI to the mix.
  • Scale and multiculturality: Significant experience leading large teams in a multinational setting, across multiple regions and timezones.


Additional Information

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.

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 Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

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