Senior Lead for High Value Segment

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

Our Operations teams serve customers in different steps of their lifecycle, from onboarding to providing support when needed, or help fight financial crime and ensure funds movements. Within Operations, High Value teams serve those customers that do the highest volumes of business with Wise.

We are looking for a Senior Lead for our new High Value Segment who can build the very best service model for these customers, and deliver it with the High Value teams. Your mission is to design, build, and operate the elements of our service for these customers. In other words, you will be responsible for doing anything needed to ensure the segment has world class service. The possibilities are almost infinite, and in this role, you will have the opportunity to build a full service model, to lead real change and, ultimately, to make an impact across the global portfolio of High Value customers.

To deliver, you will have a lot of influence and freedom, but you will not do this alone - to be successful, you will have to work globally with many “partners in crime” in other Functions. Therefore, it is critical in this role to be a master at operating transversally, cutting across Product, Customer Support, Fincrime teams, Product, Design, Engineering.

This role will give you the opportunity to:

• Solve a truly global challenge - our astonishing growth rate, global customer base and the inherent complexity of moving money makes providing this evel of service to these customers a really complex challenge

• Be a global leader - as a key part of our Support and KYC leadership team you’ll be helping us improve how we do operations, how we develop our people and how we scale globally

• Interact constantly at senior leadership levels across Operations, Product and Business

A bit about you:

• You have years of experience leading service teams in high value context, in Finance, Private banking, Retail, Tech, Hospitality or other relevant sectors, having demonstrated track record building unique experiences in those settings

• You have deep operational experience and have worked successfully with senior leaders in Service Operations or Customer Support (at least 5 years), you know what it takes to deliver through large Global teams

• You have partnered with (or have led) Product and Engineering 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.

• You know how to build stuff well and efficiently. You can build a strategy, but you can also get into the weeds to get it done, personally driving and doing stuff, you are involved in the action and frequently roll up your sleeves.

• You are highly analytical & data driven: Able to make sense of reams of data, build analytics models, having used data to figure out and solve complex problems.

• You are able to operate in a highly independent manner, engaging constantly, influencing and aligning with stakeholders in Operations, Product, Engineering, etc but figuring out your way of solving the problems.

Additional Information

#LI-HL

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.

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