Chargeback and Recovery Team Lead

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 a Chargeback and Recovery Team Lead for the Payment Operations team to join us in the Tallinn office.

Chargeback & Recovery is a team dedicated to prevention and mitigation of risks derived from chargebacks and other types of payment processing errors. Our mission is to minimise the impact of materialised loss on our customers and products. We have an awesome team of 22 people, who work closely together with risk & controls, operational and product teams to get things done. As a team lead in Chargebacks, you get to empower your own team of people, drive large-scale initiatives that have a long-lasting impact on loss prevention and on reduction of cost for our customers.
Here’s how you’ll be contributing to Chargeback and Recovery Team:

• Liaise with the relevant departments to ensure that Chargeback team’s objectives are being met and Chargeback risk areas are taken into account with different projects and products
• Plan and build vision for the Chargeback operations and the whole domain overall
• Manage team’s resources and relevant skills, ensuring at all times a high-quality, high-speed workflow with optimal coverage
• Help us keep partnering with 3rd parties externally, like partner banks, vendors, payment schemes
• Ensure that Chargeback team’s responsibilities, quality, procedures and other service level agreements are upheld
• Handle and monitor operational processes, ensuring effective workload and implement new processes to address problematic areas
• Develop and maintain Chargeback recovery and prevention + operational effectiveness measurement metrics (SLAs, KPIs)
• Support the continuous growth of individuals and your team
• Contribute to hiring of new team members
• Identify and communicate any improvements that could be made to the product – its features or functionality 
• Participate directly in Chargeback product design process, to identify gaps between operational expectations and product functionality 
• Build up new expertise and functions to increase impact on team targets

Qualifications

• You're placed in Tallinn, Estonia and have a right to work here
• You’ve interest in working in loss prevention and recovery domain
• You’ve strong analytical skills and the ability to make data-based conclusions
• You have been a lead for at least a year
• You pay attention to details
• You’ve a strong aptitude to learning new skills, proactive approach to problem solving and taking initiative
• You’ve a strong drive to collaborate and support people around you, ability to emphasize people's strengths for high outcomes
• You’ve a passion for risk management and a willingness to stand up for the customer within the organization
• You’ve a proven track record of taking individual ownership and responsibility, as well as being a great team-player
• You’re a strong communicator with both internal and external stakeholders. You can adapt your communication style to different audiences. You’re able to persuade others and you aren’t afraid to challenge something when you need to.
• You’ve good communication skills and emotional intelligence
• You know how to use data to prioritize tasks that have the most value-add to customers' and measure the impact
• You have experience and skills in project management
• You’ve ability to develop and drive operational excellence metrics within your domain, ensuring SLAs and KPIs are consistently met

If you're interested in the role, please apply by 30th of November by submitting your CV and answering the application questions.

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.

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