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 lives 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.

The primary role of the Complaints Performance and Insights Lead is to oversee the management, resolution and reporting of customer complaints on a global scale. 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.

As the Complaints Performance and Insights Lead, you will play a pivotal role in ensuring that our most dissatisfied customers are treated with fairness and in accordance with regulatory standards. You will ensure outcomes from our complaints teams are reported on in a timely manner to drive actionable insights across Wise and external bodies, In this senior leadership position, you will develop and execute a comprehensive data strategy for the global complaints function, aligning with Wise's overall business objectives and driving large-scale initiatives that enhance customer satisfaction and operational efficiency.

You will equip leads with clear performance reporting and data, fostering a culture of operational excellence and continuous improvement across multiple geographies. Your role will involve building and maintaining strong relationships with internal and external stakeholders, and leveraging regional insights to inform global strategy. As a strategic thinker with a data-driven approach, you will lead efforts to address systemic analytics issues, developing innovative solutions that mitigate risk, enable data led operational planning and oversight and drive operational excellence with demonstrable improvements in reporting and intelligence.

You’ll need to understand the demands of working in a dynamic operational environment and have a deep appreciation for the power of driving continuous improvement through data, operational excellence through regular performance reporting and the transformation of insights from customer complaints.

Responsibilities

• Reporting and Analysis: Build, interrogate and report on complaints insights and performance data enabling the complaints function to drive operational excellence and good customer outcomes.

• Strategic Planning and Execution: Define, scope, and execute long-term strategic data plans and objectives for the complaints reporting domain, coordinating with all relevant internal and external stakeholders to ensure alignment with Wise's overarching goals.

• Leadership and Influence: Support the Head of Complaints in driving the growth of the domain by leveraging strong insights that drive internal and external improvements.

• Capability and Capacity Planning: Contribute to the strategic planning of team capabilities, skills, knowledge, and capacity through the delivery of best in class performance reporting. Highlighting any performance risks identified for mitigation.

• Risk and Compliance Management: Ensure that regulatory reporting requirements are regularly reviewed and appropriate control frameworks exist to ensure that reporting remains accurate and risk averse.

• Cross-Functional Collaboration: Collaborate closely with functions such as BI, Analytics, CI and Product to ensure that complaints data and reporting remains best in class and serves multiple stakeholders.

• Performance Optimization: Continually measure, monitor, and enhance the overall performance of operations teams, providing regular feedback and visibility at the company level. Challenge existing KPIs and propose innovative solutions to align with regulatory obligations and business objectives (when needed).

• Quality Assurance: Ensure that quality assurance reporting is embedded within the teams performance reporting and aligned with other data points to give a true assessment of team performance

• Project Leadership: Lead significant cross-team projects that require strategic decision-making, content contribution, and project management expertise, driving impactful outcomes.

• Financial Stewardship: Participate in budget management, ensuring efficient allocation of resources to support strategic initiatives and operational excellence.

• Team Development: Build and drive robust performance reporting which supports the continuous development of team members across all levels.

• Root Cause Analysis and Continuous Improvement: Implement and promote techniques and methodologies for root cause analysis to identify underlying issues in complaints. Utilize data-driven insights to analyze complaint trends and demands, driving continuous improvement initiatives. Collaborate with relevant teams to develop and implement solutions that enhance customer satisfaction and reduce future complaints.

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 in a leadership role within a complaints function and understand the demand and capacity metrics of incoming work.

• You have experience in setting metrics and determining how these have been measured and created based on success previously.

• You have experience of building reporting in domains such as Lookers, Snowflake etc.

• You have experience in Data Analysis and Process Improvement

• 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 driving performance through data and reporting

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

• 🚀 Starting salary: £73,500 - £92,000 + RSU's in a growing company

• 💪 An annual self-development budget

• ❤️ Statutory maternity leave, with a perk of 18 fully paid weeks of parental leave for birth or adoption

• ❤️ Paternity leave for 18 weeks at full pay

• 🌿 3 fully paid ‘me days’ per year to help you manage life

• 🏝️ A paid 6-week sabbatical leave after four years

• Find out more about our benefits in our London office.

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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