Complaints Lead

2 weeks ago

Singapore WISE ASIA-PACIFIC PTE. LTD. Full time
Roles & Responsibilities

We’re looking for a new Team Lead to work with our teams based in Singapore to join our mission Along with our other Complaints Team Leads you’ll be responsible for looking after the needs of our Complaints Officers, as well as working with our product and compliance teams to rectify systemic issues so we can continue to scale and grow. If you’re passionate about people and want to extend your skills into the realm of project management, risk assessment, and generally being part of something amazing and fast-paced, then this role is for you

As a Complaints Team Lead at Wise, you will be instrumental in ensuring that our customers receive exceptional service and that their concerns are addressed promptly and effectively. Your primary purpose will be to execute a robust complaints management strategy that aligns with regulatory standards and supports our commitment to transparency and customer satisfaction.

You will lead a dedicated team of Complaints Officers, providing guidance, coaching, and support to ensure that all complaints are handled efficiently and in accordance with established procedures. By analysing complaints data and identifying underlying trends, you will drive continuous improvement initiatives aimed at addressing root causes and enhancing our overall customer experience.

This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to minimise complaints and optimise customer outcomes. You will also serve as a key point of contact for regulatory inquiries and audits related to complaints management, demonstrating Wise's commitment to compliance and operational excellence.

Ultimately, your role will be critical in shaping Wise's reputation as a customer-centric organization that values transparency, accountability, and continuous improvement in resolving customer concerns globally.

Additionally, you will be responsible for identifying and mitigating potential risks associated with complaints management, ensuring adherence to regulatory requirements, and implementing risk-mitigation strategies to safeguard Wise's reputation and operational integrity

What activities does a Complaints Lead undertake?

Management and Leadership

  • Own the performance of your team and deliver departmental KPI's that enable the Complaints function to be successful.
  • Develop talent mapping approaches that help identify everything from future talent that requires nurturing to current gaps within the performance of your team.
  • Remedy any performance gaps utilising the relevant people policy as a guideline.
  • Develop and implement training programmes to enhanced skills and capabilities of Complaint Officers, ensuring consistency in handling customer complaints across regions.
  • Serve as a subject matter expert on complaints management during cross-functional projects, providing guidance on best practice and regulatory requirements.
  • Maintain a proactive approach to risk management, identifying emerging trends and potential issues and help deliver strategies to mitigate risks associated with complaints.
  • Ensure regular communication is maintained with the team through effective team meetings and town hall attendance.
  • Hire in line with company policy when there is a need to scale the team further.
  • Doing things better
  • Continuously evaluate and enhance the operational delivery of complaints, as per the strategy, to drive improvements in performance, customer experience and compliance.
  • Suggestion innovative solutions and best practice to reduce complaint resolution times and enhance the overall quality of responses to customer concerns.
  • Using data and analytics, identify recurring issues and root causes of complaints leading to targeted process improvements and service enhancements.
  • Champion a customer-centric approach to complaints handling, advocating for proactive communication.
  • Help create and maintain a culture of continuous learning and improvement, encouraging experimentation and knowledge sharing to drive innovation.

Customer Experience Enhancement

  • Executive strategies and initiatives to enhance customer experience through effective complaints resolution and proactive management.
  • Implement feedback loops to capture customer insights and integrate them into initiatives that support service improvement and product development.
  • Act as the voice of the customer from a complaints perspective, ensuring that you make a valid contribution to efforts that gravitate around improving our customer's service experience.

Continuous Professional Development

  • Stay current with industry trends, best practice and emerging technology in complaints management.
  • Pursue professional development opportunities such as certifications, workshops and conferences related to customer advocacy and complaints management.

What do we offer:

  • Starting salary: SGD 7400 monthly
  • Company Restricted Stock Units

Key benefits:

  • Flexible working - whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
  • Paid annual holiday, sick days, parental leave and other leave opportunities
  • 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

If you're interested in the position, please apply the latest by 19/08/2024 by submitting your CV and Cover Letter. In your cover letter, please answer the following questions- half page per question max

  • What makes a great complaint team
  • Tell us what you will focus on in your first 90 days as a Complaints Team Lead.

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.


Tell employers what skills you have

Talent Mapping
Operational Excellence
Risk Assessment
Customer Experience
Emerging Technology
Experimentation
Transparency
Audits
Accountability
Team Lead
Customer Satisfaction
Product Development
Regulatory Requirements
Proactive Communication
LinkedIn
Customer Advocacy

  • Complaints Management Specialist

    2 weeks ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    Complaints Team LeadWe're seeking a seasoned professional to lead our Complaints Team in Singapore, driving exceptional customer service and complaint resolution. As a Complaints Team Lead, you'll be responsible for executing a robust complaints management strategy, aligning with regulatory standards and supporting our commitment to transparency and customer...

  • Sales Team Lead

    1 week ago

    Singapore AZURE HR PTE. LTD. Full time

    Sales Supervisor Role at AZURE HR PTE. LTD.We are seeking a highly skilled Sales Supervisor to join our team at AZURE HR PTE. LTD. The successful candidate will be responsible for leading a team of sales employees, driving sales growth, and ensuring exceptional customer service.Key Responsibilities:Customer Service: Greet and assist customers, respond to...

  • Restaurant Manager

    2 weeks ago

    Singapore LEAD GENERAL F&B MANAGEMENT CO. PTE. LTD. Full time

    Roles & ResponsibilitiesWorking Hours: 5 Days Per Week (Inclusive of weekends n PH)Location: Tampines OneSalary: $4000 - $5000Job Descriptions Manage and oversees smooth daily operations of the restaurant. Ensure compliance with Standard of Operations Manage the restaurant’s budget and forecasts to meet or exceed management expectations. Helps implement...

  • Sales Team Lead

    2 weeks ago

    Singapore SG UPAY TECHNOLOGY DEVELOPMENT PTE. LTD. Full time

    Job Title: Sales Team LeadSG UPAY TECHNOLOGY DEVELOPMENT PTE. LTD. is seeking a highly skilled Sales Team Lead to join our team. As a Sales Team Lead, you will be responsible for supervising the activities of the sales team, including marketing activities like product activations.Key Responsibilities:Supervise and lead the sales team to achieve sales targets...

  • Beauty Team Lead

    2 days ago

    Singapore RUEE BEAUTY AND WELLNESS Full time

    Job Title: Beauty Team LeadRUEE BEAUTY AND WELLNESS is seeking a highly skilled and experienced Beauty Team Lead to join our team. As a key member of our management team, you will be responsible for leading and managing a team of beauty consultants, therapists, or sales staff.Key Responsibilities:Team Management: Supervise and manage a team of beauty...

  • Beauty Team Lead

    2 days ago

    Singapore RUEE BEAUTY AND WELLNESS Full time

    Job Title: Beauty SupervisorRUEE Beauty and Wellness is seeking a highly skilled Beauty Supervisor to join our team. As a Beauty Supervisor, you will be responsible for leading a team of beauty consultants, therapists, or sales staff, ensuring high levels of customer satisfaction, and driving sales and marketing initiatives.Key Responsibilities:Team...

  • Customer Service Team Lead

    1 week ago

    Singapore HOYA LENS (S) PTE LTD Full time

    Job SummaryWe are seeking a highly skilled and experienced Customer Service Supervisor to join our team at HOYA LENS (S) PTE LTD. As a key member of our customer service team, you will be responsible for overseeing the daily operations, ensuring exceptional service delivery, and fostering a positive team environment.Key ResponsibilitiesSupervise and lead a...

  • Service Team Lead

    2 weeks ago

    Singapore NEXTBEAT SINGAPORE PTE. LTD. Full time

    Job SummaryWe are seeking a highly skilled and experienced Service Team Lead to join our team at NEXTBEAT SINGAPORE PTE. LTD. as a Service Supervisor. The successful candidate will be responsible for overseeing and coordinating the activities of our service staff, ensuring that our customers receive prompt and courteous service.Key ResponsibilitiesLeadership...

  • Sales Team Lead

    2 weeks ago

    Singapore MyCareersFuture Full time

    Job SummaryAs a Sales Team Lead at MyCareersFuture, you will be responsible for overseeing and managing a team of sales professionals. Your primary goal will be to drive sales growth and revenue expansion.Key ResponsibilitiesSupervise and manage a team of sales representatives to achieve sales targets and goals.Resolve customer inquiries and complaints in a...

  • Sales Team Lead

    2 weeks ago

    Singapore AZURE HR PTE. LTD. Full time

    Job SummaryAzure HR PTE. LTD. is seeking a highly skilled Sales Supervisor to lead our sales team and drive business growth. As a Sales Supervisor, you will be responsible for overseeing the sales activities of our retail and non-retail sales employees, ensuring that customers receive exceptional service and quality products.Key ResponsibilitiesCustomer...

  • Sales Team Lead

    1 week ago

    Singapore GLOBAL MIND PTE. LTD. Full time

    Job Title: Sales SupervisorAt GLOBAL MIND PTE. LTD., we are seeking a highly skilled Sales Supervisor to join our team. As a Sales Supervisor, you will be responsible for leading the sales team and driving sales growth.Key Responsibilities:Develop and implement sales strategies to achieve business objectives.Supervise and mentor sales team members to ensure...

  • Restaurant Team Lead

    1 week ago

    Singapore A OPERATIONS PTE. LTD. Full time

    Restaurant Team LeadA OPERATIONS PTE. LTD. is seeking a highly skilled Restaurant Team Lead to join our team. As a key member of our operations team, you will be responsible for providing exceptional customer service, ensuring high-quality food and beverage offerings, and maintaining a clean and safe working environment.Key Responsibilities:Lead a team of...

  • Sales Team Lead

    2 weeks ago

    Singapore PERFECTION TCM Full time

    About UsPERFECTION TCM is a reputable beauty salon with over 15 years of experience in the industry. We have a strong presence in Jurong West and Bishan, serving a diverse customer base.Job SummaryWe are seeking a highly motivated and experienced Sales Team Lead to join our growing team. As a Sales Team Lead, you will be responsible for managing the...

  • Housekeeping Team Lead

    2 days ago

    Singapore UEMS SOLUTIONS PTE. LTD. Full time

    Job Summary:We are seeking a highly skilled and experienced Housekeeping Supervisor to join our team at UEMS SOLUTIONS PTE. LTD. The successful candidate will be responsible for leading a team of Housekeepers in maintaining the cleanliness and organization of our facilities.Key Responsibilities:Supervise and lead a team of Housekeepers to ensure the...

  • Sales Team Lead

    2 days ago

    Singapore AZURE HR PTE. LTD. Full time

    Sales Supervisor Job DescriptionA Sales Supervisor at AZURE HR PTE. LTD. is responsible for leading a team of sales employees to achieve sales targets and provide excellent customer service.Key Responsibilities:Lead and motivate sales teams to meet sales targets and improve sales performanceDevelop and implement sales strategies to increase sales revenue and...

  • Restaurant Team Lead

    1 week ago

    Singapore PAUL SINGAPORE PTE. LTD. Full time

    Restaurant Supervisor Job DescriptionWe are seeking a highly skilled and experienced Restaurant Supervisor to join our team at PAUL SINGAPORE PTE. LTD.Key Responsibilities:Guest Experience: Provide exceptional service to guests, ensuring a positive and memorable dining experience.Team Leadership: Lead and motivate a team of service staff, providing guidance...

  • Bar Team Lead

    2 weeks ago

    Singapore HAJI LANE HOLDINGS PTE. LTD. Full time

    About UsHaji Lane Holdings Pte. Ltd. is a leading hospitality company in Singapore, renowned for its exceptional craft cocktail bars.Job SummaryWe are seeking a highly skilled and experienced Bar Supervisor to join our team at one of our esteemed bars. As a Bar Supervisor, you will be responsible for leading a team of bartenders, ensuring exceptional...

  • Sales Team Lead

    2 weeks ago

    Singapore SUPER STAR CLUB PTE. LTD. Full time

    Sales Team LeadAt SUPER STAR CLUB PTE. LTD., we are seeking a highly skilled Sales Team Lead to join our team. As a Sales Team Lead, you will be responsible for assisting the Sales Manager in planning and implementing sales strategies, identifying sales opportunities, and staying up-to-date with new product launches.Main Responsibilities:Assist the Sales...

  • Property Management Team Lead

    2 days ago

    Singapore ELITEZ PTE. LTD. Full time

    Job Title: Property Management Team LeadJoin Elitez Pte. Ltd. as a Property Management Team Lead and take on a challenging role that requires strong leadership and management skills. As a key member of our team, you will be responsible for overseeing the day-to-day operations of our property management portfolios, ensuring that all contractual obligations...

  • Customer Service Team Lead

    2 weeks ago

    Singapore ALPHA ESS INTERNATIONAL PTE. LTD. Full time

    Job Title: Customer Service Team LeadAt ALPHA ESS INTERNATIONAL PTE. LTD., we are seeking a highly skilled Customer Service Team Lead to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences and leading a high-performing team to deliver outstanding results.Key...