Global Complaints Senior 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. 

Job Description

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

Within this large mission, the Complaints function at Wise is a team that has responsibility to resolve matters for customers that may find themselves dissatisfied.
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 has a huge geographical reach, meaning the role holder will spend time in parts of Europe as well as some of our global functions.
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 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.

• 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 preferably worked at a Arbitration body or regulator.

• You have preferably SME knowledge within scams or working experience within this area.

• You have worked within a complaints function at a fintech or banking sector across the globe.

Additional Information

Compensation
Salary range: £70,000-£90,000

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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