Global Complaints Senior Lead at Wise

Singapore

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SGD 138,000 – SGD 160,500Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Experienced people manager, having looked after team leads and driven performance across multiple teams
Strategic thinker with a data-driven approach
Ability to build and maintain strong relationships with internal and external stakeholders, including regulatory bodies
Experience leveraging regional insights to inform global strategy
Willingness to spend time in parts of APAC as well as global functions

Responsibilities

Define, scope, and execute long-term strategic plans and objectives for the complaints domain, coordinating with all relevant internal and external stakeholders to ensure alignment with Wise's overarching goals
Support the Head of Complaints in driving the growth of the domain by leveraging strong expertise and influencing key stakeholders across the organization and industry
Contribute to the strategic planning of team capabilities, skills, knowledge, and capacity; ensure teams are adequately staffed, highly capable, compliant, and well-trained
Foster a risk-aware culture within Complaints operations, ensuring compliance with complaint-specific regulatory guidance across all markets and prioritizing customer fairness
Collaborate closely with functions such as Product, PR, Finance, Risk, and Compliance, ensuring timely sharing of relevant data and insights
Continually measure, monitor, and enhance the overall performance of operations teams, providing regular feedback and visibility at the company level
Oversee the management and resolution of customer complaints on a global scale, ensuring fairness and accordance with regulatory standards
Lead and inspire complaints teams, manage communications with arbitration bodies, and support other teams in handling complaints
Develop and execute a comprehensive strategy for the global complaints function, aligning with business objectives and driving initiatives to enhance customer satisfaction and operational efficiency
Empower and develop team leads, fostering a culture of excellence, continuous improvement, high performance, professional growth, collaboration, and innovation across multiple geographies

Skills

Complaints Management

Regulatory Compliance

Team Leadership

Stakeholder Management

Customer Satisfaction

Strategic Planning

Performance Management

Cross-Functional Collaboration

Global Operations

Leadership Development

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.

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