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 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.
Job Description
The primary role of a Global Complaints Senior Lead is to oversee the management and resolution 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 Global Complaints Senior Lead at Wise, 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 lead and inspire our complaints teams, who manage communications with arbitration bodies, support other teams in handling customer complaints, and collaborate with a diverse array of stakeholders across Wise. In this senior leadership position, you will develop and execute a comprehensive 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 empower and develop team leads, fostering a culture of excellence and continuous improvement across multiple geographies. By overseeing and mentoring a diverse team of leaders, you will ensure high performance and professional growth, cultivating a collaborative and inclusive environment that encourages innovation and accountability. Your role will involve building and maintaining strong relationships with internal and external stakeholders, including regulatory bodies, and leveraging regional insights to inform global strategy. As a strategic thinker with a data-driven approach, you will lead efforts to address systemic issues, developing innovative solutions that mitigate risk and enhance customer trust.
You’ll need to 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 roleholder will spend time in parts of Europe as well as some of our global functions.
Qualifications
You have several years of experience within the disputes and complaint domain in a regulated industry;
You understand the Brazilian regulations when it comes to complaints.
Febraban Certificate is essential for this role.
You have experience working alongside other stakeholders in compliance and risk functions.
Have held a certified Ouvidor role in a previous role.
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 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 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 an Arbitration body or regulator, Procon, Central Bank etc.
You have worked within a complaints function at a fintech or banking sector across the globe.
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.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
