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Head of Complaints

1890000 - 2450000 HUF Monthly
  1. Operations
  2. Budapest

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 life 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.


Job Description

Join us as the Global Head of Complaints revolutionising customer experience across the globe! Based in either Tallinn, Budapest or London (hybrid working offered) this role is a unique opportunity to have an impact on Wise’s mission to grow as a leader and help save millions more people money. 

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 multi-currency banking. 

From time to time, we do not meet our high service expectations. Your mission is to drive a Global Complaints Strategy and to continue building a World Class Complaints function. Our department includes office presence in Budapest, Tallinn, Valencia, Singapore and Tampa!

Key Responsibilities:

  • Develop and implement strategies to enhance customer satisfaction and complaints resolution efficiency globally.
  • Lead a diverse team responsible for complaints handling, including outsourced partners.
  • Collaborate with cross-functional teams to drive continuous improvement in customer experience.
  • Oversee the management of vulnerable customers with empathy and diligence.
  • Conduct thorough root cause analysis of complaints to implement preventive measures. Implement a data-driven approach to complaints management, leveraging analytics to identify trends and opportunities for operational improvement.
  • Develop and maintain strong relationships with regulatory bodies and industry stakeholders (including internal partners) to ensure compliance and drive industry best practices in complaints handling.
  • Be the champion for customer advocacy within the organization, ensuring that customer feedback is heard and acted upon at all levels.
  • Collaborate closely with product and technology teams to identify and address systemic issues contributing to complaints and customer dissatisfaction.
  • Represent Wise in industry forums related to complaints handling and customer advocacy.

Qualifications

  • You're an expert in Complaints Management and have 5+ years experience in a Head Of Department capacity, operationally leading a team of 150+ colleagues.
  • Strong strategic thinker with a focus on innovation and process optimisation.
  • Excellent stakeholder management skills with the ability to influence at all levels.
  • Deep understanding of regulatory requirements related to complaints handling.
  • Highly autonomous, goal orientated with a track record of success.
  • Experience in managing outsourced operations is highly desirable.

Some extra experience that would be awesome:

  • Previous experience of working with a FinTech.
  • You have designed Complaint Handling strategies before and effectively delivered them.
  • Experience in managing complaints across diverse jurisdictions and cultures.

Additional Information

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.

Every Wiser should feel that they can be themselves at work.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer’s needs and make sure we leave no-one behind on our journey to mission-zero.

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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

  1. Budapest
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