Job Description

We\'re looking for a Global Complaints Senior Lead to join our team across one of our offices. This role is a unique opportunity to have an impact on , grow as a leader, help save millions more people money and work in a disruptive, fast-growing and fun environment.

Our 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 , and they can spend every day using our Wise debit card.

About this role:

Within this large mission, the Complaints function at Wise is a team that has doubled in size across the last few months, it is a team that comes with huge responsibility and reaches across Wise globally.

Responsible for:

Ensuring that all of our unhappiest customers are treated fairly and in line with our regulator\'s expectations, the team needs to handle the communication with the arbitration bodies, support other teams in handling customer complaints, as well as work with a growing number of stakeholders around the company.

As a Global Complaints Lead, you get to empower the teams, developing, supporting and coaching the team leads in the domain, drive large-scale initiatives and help us solve problems that have a long-lasting impact.
Be an experienced people manager, having looked after team leads and driven performance across multiple teams.

The department structure was previously across three locations (Tallinn, Budapest, Tampa), whilst across summer 2023 we have spread out operationally to Singapore, Tokyo, London and are looking into Israel. The teams work together to effectively support all the other operational teams, while pushing all the internal partners to constantly improve the way they serve our customers.

Here\'s how you\'ll be contributing to the Complaints department:

Define, scope and execute long term plans and objectives in the domain, in coordination with all the relevant internal and external stakeholders;

• Support the Head of Complaints with growth of the domain with strong expertise and ability to influence all the relevant stakeholders;
• Contribute to planning of team capabilities, skills. knowledge and capacity, being accountable for maintaining an adequately staffed, capable, compliant, and trained teams;
• Support risk aware culture within the Complaints & Disputes operations, guaranteeing the operations are compliant with Complaint specific regulatory guidance in each market;
• Ensuring as a whole we review all regions regulatory obligations and priortise customers in a fair way but also in line with regulatory requirements as all regions differ.
• Work closely with the other functions such as product, PR, finance, risk and compliance, making sure that the relevant data and insights are shared in a timely manner across the organisation;
• Continually measure, monitor and improve overall performance of the operations teams (KPIs), giving regular feedback to teams/team leads, and providing visibility on company level;
• Participate in being accountable for ensuring all leads and teams, hitting our KPI\'s but also not afraid to suggest new ideas or call out if KPIs are not working or in line with regulatory obligations.
• Ensure that the team\'s reporting and auditing responsibilities are executed to the highest level of quality; Be open to reviewing the current working systems for a Global Complaints function and hit the ground running with implementation of new changes.
• Lead where needed significant cross-team projects requiring material decisions and content contribution as well as project management;
• Participate in budget management;
• Develop the team leads, support them in building strong teams, developing leadership and independence within their sub teams.

A bit about you:

You have several years of experience within the disputes and complaint domain in a regulated industry;

• You have experience leading operational teams, preferably in this industry;
• You have experience of working within a complaints function before and understanding regarding the demand and capacity metrics of the incoming work.
• You have experience in setting metrics and determining how these have been measured and created based on success previously.
• Excellent verbal and written English, with particular focus on the ability to effectively communicate with a wide range of stakeholders;
• You have a successful track-record of building teams and developing people;
• You are able to draw long term vision and strategy for your team;
• You have good analytical skills, including ability to work directly with business intelligence tools.
• You have worked at an Arbitration body or regulator or within a complaints function within a fintech or banking sector across the globe.

What do we offer:

• Starting salary: \xc2\xa365,000/ year

Key benefits:

• Flexible working - whether it\'s working from home, school plays or life admin we get that flexibility is essential and you\'re trusted to do the right thing and be responsible
• Paid annual holiday, sick days, parental leave and other leave opportunities
• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

If you\'re interested in the position, please apply latest 3rd November by submitting your CV and Cover letter. In your cover letter, please answer the following questions :

1. What action would you take if we had delay in responding to customers and 20% of cases were not replied to on time?
2. How would you avoid poor quality investigations into complaints?
3. The Consumer duty act is due end of July 2023, how do you think this affects complaints departments? And what actions would you take to abide by this?
4. How would you performance manage current leads if they were not happy to make changes to the current set up.

Applications without a cover letter will not be considered.

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