Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Wise is on a mission to make their lives easier and save them money.
Responsibilities
Help the team develop and measure KPIs for success and keep the focus on the customer.
Ensure the team consistently meets their SLAs.
Hire, lead, develop and manage the Payment Operations team, including administrative tasks, such as scheduling, payroll, interviewing, hiring, organising team activities, etc.
Develop and maintain effective operations processes, task allocation, training and performance management to deliver a great customer experience with a tightly managed cost base.
Work with fellow PayOps teams in the organisation to build strong relationships and understand the inner workings of PayOps.
Manage your team’s resources and their relevant skills, ensuring at all times a high-quality, high-speed workflow with optimal coverage.
Increase the efficiency of the operations team while balancing the health and productivity of your specialists.
Drive operational excellence, while building sufficient controls and assessing and mitigating operational risks.
Ensure the team’s readiness to handle unexpected situations.
Maintain high internal engagement in the hybrid work environment, both in the office and remotely.
Requirements
You have been a lead for at least a year.
You have a proven track record of moving metrics and reaching your KPI goals.
You place customers first and you make no compromise on this.
You’re a great communicator, straight up and honest. 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 know how to use data to prioritise tasks that have the most value-add to customers' and measure the impact.