Head of Training, Servicing Operations

4250 - 5350 EUR Monthly
  1. People
  2. Tallinn

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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 and what we offer.

Job Description

We're looking for an experienced Head of Training to look after our operational training programs and teams across Servicing Operations functions globally (impacting 3500+ Wisers from KYC, Financial Crime, Customer Support, Payment Operations and other). 

The ideal candidate is commercially minded, driven and goal- oriented lead with a strong background in designing and delivering effective technical training programs, leading a team of training leads and trainers, and working collaboratively with cross- functional teams. As the Head of Training, you will impact the planning, implementation, and evaluation of all cross- functions training and people development initiatives within the Servicing Operations function.

You will partner with your business functions, global Learning and Development team and the rest of the People teams at Wise. You will be functional lead for the Servicing Operations training teams who manage the operational day- to - day functional training activities within their function. 


Your Mission:

  • Develop and implement a comprehensive training strategy, ensuring alignment with operational objectives and individual team needs

  • Lead and support training leads and teams responsible for delivering customised training programs to various areas of operations within the Servicing teams.

  • Build a strong Servicing Operations Training Tribe to help our business training teams build a scalable, relevant and innovative learning culture and programs within their function to upskill the Wisers in achieving their development goals and meeting the regulatory requirements. 

  • Establish and manage supporting/enabling training functions, including program management, design and development, training operations, scheduling, analytics, training quality assurance, and administration.

  • Guide and mentor a sizable team of training leads and trainers as an operational lead for the Training Tribe and ensure they are skilled and knowledgeable in their field of competence, as well as in the design and delivery of our training programs.

  • Collaborate cross functionally and establish solid relationships with key stakeholders, aligning best practices in learning and development with the needs of the business. Collaborate closely with operational leaders to identify training needs, develop training plans, and measure the effectiveness of training initiatives.

  • Lead the design and delivery of technical training, as well as learning and people development initiatives that will support speed to competency and performance of our operational teams. 

  • Lead the global L&D team and Servicing Operations Training Tribe to ensure a smooth onboarding for our newbies across our many locations.

  • Contribute to developing and implementing metrics to measure the effectiveness of training programs and make recommendations for improvements.

  • Communicate clearly and effectively during transformation projects, bringing stakeholders and teams along in any change initiative and managing expectations accordingly.

  • Stay up-to-date with the latest training and development trends and technologies and recommend new approaches to enhance the effectiveness of training programs and help Servicing Operations shape the future plans towards our Mission.


  • University degree  (or equivalent experience) in HR Management, Instructional Design, Learning and Development, Education, Andragogy or a related field.

  • Considerable experience in learning and development, with demonstrated experience in a senior leadership role (team or complex program management) within a customer service or similar environment.

  • Demonstrated experience designing and delivering effective training programs, in instructional design, curriculum development, training delivery, and evaluation methodologies.

  • Proven ability to lead cross-functional teams and collaborate effectively with stakeholders at all levels of the organisation.

  • Strong project management skills with the ability to prioritise and manage multiple initiatives simultaneously.

  • Strong leadership and stakeholder management skills, with the ability to motivate and develop a team of trainers.

  • Excellent communication and presentation skills, with the ability to communicate complex information to diverse audiences.

  • Strong analytical and problem-solving skills.

  • Experience using learning management systems (LMS) and other training technology tools.

  • Ability to work independently and as part of a team in a fast-paced, dynamic environment on a global scale.

If you're interested in the position, please apply by submitting your CV and Cover Letter in English.

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.
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. Tallinn

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