KYC Continuous Improvement Manager

2 weeks ago

Lincoln, Nebraska, United States Wise Full time
Company Overview:
Wise is a pioneering technology firm dedicated to creating the most efficient way to transfer and manage global finances. With minimal fees and maximum convenience, we strive to enhance the financial experiences of individuals and businesses alike.

Our mission is to simplify international money transfers, making it easier and more cost-effective for everyone, everywhere.

Position Overview:

The KYC Continuous Improvement Lead is integral to our objective of achieving Mission 0, ensuring that our Customer Support operations are fine-tuned to provide outstanding value while fostering sustainable growth.

This role entails leading a team of Continuous Improvement Specialists focused on attaining process excellence by identifying and eliminating inefficiencies within Customer Support operations.

Key Responsibilities:
  • Oversee and mentor a team of 3-4 Continuous Improvement Specialists, offering support and direction to facilitate their professional development and meet team goals.
  • Assist the Senior Continuous Improvement Lead in crafting the strategic roadmap for improvement initiatives, prioritizing projects based on their potential impact and alignment with organizational objectives.
  • Work collaboratively with various teams, including Product, Customer Support, Financial Crime, KYC, and Payment Operations, to pinpoint operational inefficiencies and implement process enhancement projects.
  • Manage the entire lifecycle of process improvement projects, from concept to execution, ensuring timely completion and successful results.
  • Develop and uphold project roadmaps, milestones, and plans, proactively addressing risks and resolving operational challenges.
  • Establish effective processes, communication channels, reporting formats, and tools to ensure scalable operations.
  • Facilitate standups, workshops, and meetings to promote collaboration, identify action items, and resolve any obstacles encountered during project execution.
  • Optimize workflows and project management tools, applying best practices and innovative strategies to boost operational efficiency.
  • Serve as a reliable partner to stakeholders, nurturing strong relationships, understanding their requirements, and providing proactive support.
  • Effectively communicate project updates, progress, and insights to stakeholders, managing their expectations.
  • Utilize Six Sigma LEAN methodologies to foster a culture of continuous improvement and guide process optimization efforts.
  • Continuously monitor and evaluate key performance indicators (KPIs) such as escalation rates, handling times, resolution times, and resolution rates to identify trends and areas for enhancement.
Qualifications:

Essential:
Bachelor's degree in Engineering, Computer Science, or a related analytical field, or equivalent practical experience.
4+ years of experience in program/project management, operations, or a similar cross-functional role within the technology or financial sectors.
Demonstrated leadership capabilities with a proven track record of inspiring and guiding a team of professionals.
Strong organizational skills, meticulous attention to detail, and a results-oriented approach.
Experience in coordinating operations across interdisciplinary teams.
Self-motivated with the ability to comprehend complex, cross-functional projects and translate them into actionable plans.
Excellent communication and stakeholder management skills, both written and verbal.
Proficient in handling complex datasets in a customer support context, showcasing high attention to detail.
Adept at simplifying operational complexities and effectively communicating with diverse stakeholders.

Preferred:
Familiarity with SQL, Excel, Looker, or similar data analysis and reporting tools.
Experience in a high-growth startup environment, particularly within the fintech sector.
Understanding of product-led organizations and experience collaborating closely with product and development teams.
Knowledge of project management tools such as Confluence, Asana, Jira, or similar platforms.
Agile Project Management, PMI - PMP certification, and/or LEAN certifications are advantageous but not mandatory.

Additional Information:

At Wise, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diverse teams enhance our ability to serve our customers effectively and contribute to our mission of financial accessibility for all.

We celebrate our differences and strive to create an environment where every team member feels respected and empowered to contribute to our shared goals.

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