Job Description
We are looking for a Senior Lead to join our Payment Operations team, leading APAC Regional Service Delivery.
In this role, you will focus on supporting Wise's mission through driving operational excellence for APAC Regional Payment Operations. This translates to ensuring your teams are operationally resilient, delivering the best quality standards, and striving towards instant service to deliver the best in class experience for our customers. To achieve this, you will be working closely with key stakeholders across functions, ranging from Product teams to Service Scale & Experience teams.
As a lead of leads, you will develop and empower a team of high-functioning Payment Operations Team Leads, with a mindset that enables you to simultaneously drive optimisation and inspire your team. You will be responsible for setting strategic direction and KPI targets, ensuring these are met. You will provide support, guarantee collaboration and embrace opportunities to consistently improve the state of Payment Operations.
Your Mission:
Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world's first platform to offer true. In this role, you'll add to that mission by:
- Lead and develop a team of strong Payments Operations Team Leads that are empowered to lead and build strong operational teams
- Drive operational excellence, ensure operational KPIs & SLAs are consistently met while seeking to continuously improve them
- Ensure the sustainability of your domain, focusing on longer term operational scalability and efficiency
- Provide hands-on guidance and oversight to ensure your Team Leads are setting goals and executing on the most impactful initiatives that align with Product roadmaps and Payment Operations goals
- Take ownership on driving strategic direction within your domain and driving accountability in their delivery, ensuring OKRs and KPIs are consistently met
- Work closely with cross-functional teams to ensure your team is operationally resilient and identifying opportunities to improve the customer experience
- Influence product & servicing team roadmaps to ensure consideration and action on improvement opportunities to influence operational scalability
- Identify opportunities to optimise operational inefficiencies, translating them to impactful initiatives
This role will give you the opportunity to:
- Make an Impact - You'll help to identify and automate manual processes that complicate our customers lives, while increasing the efficiency of the whole operations organization, driving us towards Mission Zero!
- Challenge Yourself - You'll be working with teams that face big challenges. You get the chance to question the norm and drive to make things happen instead of wondering why things happened. Through that you can learn more about yourself and what you are capable of when given the right tools and mentoring!
- Inspire Teams - You'll fuel this revolution with your ideas, knowledge, self-starter attitude, and customer insight, which you'll use to work with product development engineers and other operational teams to help solve our customer's problems!
- Work Globally - We're 4,000+ Wisers with 90+ nationalities located in offices from Tampa to Australia, and much like our product, we operate without borders across teams and locations. We get it done!
Qualifications
A bit about you:
- Seasoned leader with minimum 3+ years of experience in a leadership role
- Experienced with leading and building operational teams, with a proven track record of delivering results and strong operational metrics
- Self-starter with a proven track record of individual ownership, problem-solving, and project execution
- Has worked directly with Product and/or Engineering teams to move impactful initiatives
- Has worked with a diverse set of cross-functional teams to achieve shared objectives
- Data-driven mindset with the ability to set targets, drive analysis, and define KPIs
- Team-builder with hands-on leadership style, dedicated to developing and empowering teams, improving procedures and processes, and building strong relationships
- Exceptional communicator with excellent verbal and written English skills, capable of effectively communicating across different cultures and influencing stakeholders
- Flexible and adaptable to a fast-paced, ambiguous environment, with the ability to handle varied work schedules and occasional travel
- Passionate about customer experience, technology, leading people, and building teams, with a genuine drive to make a difference
- Customer-focused individual who prioritises the customer's best interest and cultivates this mindset within their teams
- You're comfortable with feedback and being part of a team where ideas are shared and openness is valued
Nice to have:
- Lead of lead experience
- Experience leading and scaling operational teams in the fintech / payments space
- PMP - Project Management Certification
- Lean Six Sigma
Additional Information
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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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