Complaints Team Lead at Wise

Hyderabad, Telangana, India

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Strong knowledge of complaints jurisdictions, targets, and KPIs
Expertise in complaints management, regulatory standards, and compliance matters
Experience in people management, including coaching, mentoring, performance assessment, and absence management
Ability to manage team capacity, plan hiring, and organize team building activities
Skills in stakeholder management, building relationships, and managing expectations
Proficiency in risk management, identifying trends, and mitigating issues
Capability to analyze complaints data, identify root causes, and drive operational improvements
Experience with documentation, record-keeping, and reporting on complaint metrics in line with regulations
Talent mapping and development approaches for team growth

Responsibilities

Lead and manage the Complaints team on individual and team levels, including coaching, mentoring via weekly check-ins and monthly 1:1s
Ensure team completes training and stays updated on regulatory and compliance matters
Manage team capacity, plan ahead, hire as needed per company policy, and handle absence management (holidays, Workday documentation, time entry approvals)
Keep team engaged through team building activities and events
Own team performance, deliver departmental KPIs, set quantitative/qualitative/behavioral expectations, assess performance, and provide feedback
Be available for team support and align team objectives with organizational goals
Manage stakeholders: provide support, build relationships, seek feedback, and manage expectations
Act as subject matter expert on complaints in cross-functional projects, advising on best practices and regulations
Proactively manage risks, identify emerging trends, and develop mitigation strategies
Evaluate and enhance operational delivery of complaints to improve performance, customer experience, and compliance
Ensure all complaint handling is documented and recorded per regulations, including reports on metrics and trends
Develop talent mapping approaches to identify and support team development

Skills

Complaints Management

People Management

Coaching

Mentoring

Regulatory Compliance

Data Analysis

Team Leadership

Capacity Planning

Customer Service

Root Cause Analysis

Wise

Facilitates low-cost international money transfers

About Wise

Wise focuses on international money transfers, providing a low-cost alternative to traditional banks. It uses a peer-to-peer system to match transfers between users in different countries, which helps reduce fees and offers better exchange rates. Customers pay a small, transparent fee for each transaction, and Wise also offers a multi-currency account for managing funds in various currencies. The company aims to maintain high performance and reliability while ensuring transparency and trust with its users.

London, United KingdomHeadquarters

2011Year Founded

$385.5MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

PTO & annual leave

Work from home flexibility

Parental leave

Medical insurance plans

Health & wellbeing discounts

Pension & retirement plans

Social events

Relocation support

Risks

Increased competition from banks integrating Swift services could challenge Wise's market share.

Regulatory scrutiny following Stenn's collapse may increase pressure on Wise.

Bitcoin's low transaction fees could attract customers away from Wise's services.

Differentiation

Wise offers a peer-to-peer system for low-cost international money transfers.

The company provides a multi-currency account for ex-pats, freelancers, and travelers.

Wise's transparent fee structure attracts customers seeking cost-effective money transfer solutions.

Upsides

Partnership with Morgan Stanley enhances Wise's cross-border settlement capabilities.

Expansion into India's remittance market presents significant growth opportunities for Wise.

API integrations offer additional revenue streams and market penetration for Wise.

Land your dream remote job 3x faster with AI

Try Jobo Free