WE’RE A GLOBAL TECH COMPANY WITH A BIG MISSION AND A STARTUP HEART.

Wise plc launched in 2011 under its original name TransferWise.  Today 16 million people and businesses use Wise globally and we process over £9 billion in cross-border transactions every month, saving customers over £1.5 billion a year. 

We are one of the world’s fastest growing, profitable technology companies and the largest tech company by market capitalisation to ever list in London.

We disrupted an industry and created a new way to move money across borders.  We are 5000+ Wisers across 17 countries and 117 nationalities and we continue to grow at pace and to redefine the international money space. 

Our mission:

Our mission is money without borders - instant, convenient, transparent and eventually free.

"We live in a unique time, where people like you and me can take on the huge problems of the world – and fix them."
Kristo Käärmann, co-founder & CEO

Our products: 

Wise Account - The world’s most universal account. The Wise Account is a universal account allowing you to send, spend, hold and receive money like a local anywhere you go.. 

Wise Business - The business account for going global. Wise Business is the only business account you need to go global. It has everything you need to grow and operate internationally — without the high fees, hefty admin, and headache of a local bank

Wise Platform - The magic of Wise for businesses and banks. The platform used by companies like Monzo, Xero and Google Pay, giving them and their customers international banking features, and cheaper, faster payments.

WE’RE LOOKING FOR A HEAD OF TRANSFORMATION, GOVERNANCE AND STRATEGY FOR CUSTOMER SUPPORT AND KYC TO JOIN US AND DO THINGS DIFFERENTLY.

The teams:

Customer Support teams help our customers solve any issues that, unfortunately, might happen while onboarding into Wise or while using our services. We serve all customers: Consumers and businesses no matter where they are in the world.

The mission for Consumer CS, including the Social CS team, is triple:

• Improve personal customers’ loyalty via effortless resolution of issues, and by mobilising the larger Wise organisation to eliminate upstream customer issues

• Contribute to reducing the price for our customers, making the most efficient use of CS resources and budget

• Make Consumer CS a place where Wisers can develop, thrive and do the best job of their lives

KYC or Know Your Customer teams undertake due diligence and verification on customers both at onboarding and through the customer lifecycle.

Wise is required to conform to the regulations in every market it operates within. This includes stringent compliance with various established rules and guidelines set by the respective regulatory bodies in each market. KYC helps ensure Wise’s adherence to the various regulatory standards.

TGS or Transformation, Governance and Strategy teams own all the topics in KYC and CS that are not owned by the Operations teams. Specifically, this team has 5 scopes within it:

• Operational Strategy

• Transformational Projects

• Governance

• Operational Risk Management

• Communication

The role:

We’re looking for a Head of Transformation, Governance and Strategy (TGS) for Customer Support and KYC.

The Head of this function effectively plays a “right hand role” to the Global Heads of Customer Support KYC Operations, and is the key “partner in crime” to our Product leadership and the leaders of other Operation Teams such as Fincrime or Payment Operations.

By being outside the regular Operational day-to-day, this leader will think longer term and drive strategic topics. By being close to the senior leadership of the Operational teams, this person has a big impact in the most critical decisions taken in Operations. And, by being the POC for teams like Product, the overview of CS and KYC that this person has is as solid and holistic as it gets.

• You are the main help in defining the Strategy for Customer Support and for KYC Operations. As such, you also provide strategic insights and tactical leadership to CS and KYC Ops teams

• You fully own a large portfolio of projects that drive some of the priorities that emanate from that strategy. As such, you design Wise CS and KYC change roadmaps, and identify new operations opportunities, running when needed operational diagnostics

• You drive the direction of the Operations teams through Planning and Governance. As such, you run the global CS and KYC Operations planning process and ensure consistent, efficient and effective planning. You propose KPIs and Target Guidance for CS and KYC Ops teams and develop strategic plans for optimised risk, compliance, cost, quality and speed. 

• Some Key Result and metrics for your team would be:

  • Plans’ delivery for KYC Implementation and CS Implementation

  • Plans’ target attainment also for KYC and CS

  • CS global cost per contact

  • KYC global Cost per Contact

  • CS Global Resolution rate and the equivalent for KYC Operations

• You build a team and culture that ensures meaningful changes to how we operate our support are sized, impactful and operationalised fast & holistically

• You ensure the collaboration between the various stakeholders (Workforce Management and Scheduling Team, SE and SS teams, Vendor Management Team) and the Support Squads (Mitigation Squad). As such, you often represent the CS&KYC team in relevant meetings and planning sessions for launching, assessing, and managing plans

• You ensure the function leads are equipped with all the necessary tools, trainings and support to perform their daily people management and operational tasks

• Leadership in transforming Operations: Successful track record in similar senior operational leadership roles within the FinTech, Financial Services or Technology industries, working with people and processes as well as products. Demonstrated ability to execute at very high level in a variety of Customer Support-type contexts

• Experience working tightly with Product 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.

• Ability to work across time horizons: Able to translate product requirements into a servicing model, formulate long-term strategies and 6-month plans, but also able to ensure team accountability in the day-to-day, while maintain strategic direction for the team among the constant noise of the BAU.

• A business mindset: Adept at managing change and adapting to evolving business needs, optimising for best customer support within the constraints of our resources and other business needs.

• About you

  • You get stuff done. Execution is your superpower and you have strong planning, decision making, problem solving and critical thinking skills. You are deadline-oriented, have great time and energy management skills.

  • You want to Transform things in a big way - but are able to and keen to work in the details. To do this, you have strategic planning and process improvement skills. You are practical! You know when to invent and when to “copy with Pride”, to not reinvent things and, instead, spend the best brain power in solving the harder problems

  • You know the past and the present of Operations but you are not a prisoner of either; you are willing to move quickly to a new future and take risks along the way, and you can build a reputation for “a changer” rather than “a safe operator”. Others will be the safe operators, but for this role we need appetite for strong changes

  • You feel extremely comfortable working with operational data, product data and financial data, and can “connect the dots” across them

  • You have excellent communication skills, are credible in front of Operations teams, you are able to influence and lead others. Your stress tolerance is high, you know how to delegate tasks and have great negotiations skills

Our leadership framework includes the key attributes of impactful leaders at Wise.

Leading at Wise, like a lot of other things, is quite unique.  Our teams and individuals have the autonomy to make impactful decisions for our customers. Our leads empower the team to deliver impact and champion our culture.  

LEAD - Define the direction and empower your team to work interdependently to achieve goals in an autonomous environment.

DELIVER - Make sure the team is data-driven to make the most impact for our customers.

DEVELOP - Create an environment focused on the ongoing development of your team through knowledge sharing and feedback.

NURTURE - Build a culture where your team can have maximum impact by being and challenging themselves.

Position Location: Tallinn, Budapest, London, Singapore, Austin

WE’RE PEOPLE WITHOUT BORDERS.  BUILDING MONEY WITHOUT BORDERS.

We’re also people without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

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.