SME/ Regional Operations Assurance Manager

Wise is looking for our first SME / Regional Operations Assurance Manager to be based in our Singapore office. This role will be a critical role within our first line of defense, focused on ensuring the compliance and effectiveness of our servicing operations processes within the APAC region (e.g., This role will act as the subject matter expert on local regulations, customer nuances, and market dynamics, working closely with global and regional operational teams, as well as second-line Compliance and Product Compliance teams.The primary objective of this role is to proactively identify and mitigate potential audit gaps, ensuring our processes strike the right balance between regulatory adherence and a positive customer experience. The successful candidate must possess strong analytical and problem-solving skills, excellent communication abilities, and the capacity to both operate independently on complex issues and lead process improvement initiatives within the region.The scope that you can expect to own: Serve as the primary Subject Matter Expert (SME) for the APAC region, possessing a deep understanding of local financial crime regulations (including KYC, AML, Sanctions), customer expectations, and market practices. Proactively ensure that our servicing processes are compliant with APAC regulatory bodies (e.g.,BNM, MAS, FSA, BSP, RBI, C&ED, AUSTRAC, APRA) requirements, anticipating and mitigating potential audit findings. Work closely with QA teams to ensure decision accuracy and Critical Error Free Rate (CEFR) effectively capture regional nuances and regulatory interpretations. Conduct periodic sampling of cases to validate QA effectiveness. Ensure that QA teams are sampling the appropriate "pots" of cases relevant to the region to maintain a clear and accurate understanding of operational quality. Conduct thorough gap analyses of end-to-end processes (e.g., complaints handling) within the region and collaborate with relevant teams to define requirements for new or revamped processes that are both compliant and customer-centric. Leverage deep process and regulatory knowledge to drive the creation of precedents for complex and non-standard cases within the region, which may later inform the development of Standard Operating Procedures (SOPs). Provide first-line assurance on operational processes, conducting end-to-end reviews to identify potential risks and inefficiencies. Own and drive remediation efforts for issues that span multiple operational teams. Act as a key point of contact and SME for local Compliance and Product Compliance teams on regional operational matters. Contribute to the calibration of QA scoring and the design of targeted training and deep-dive sessions to enhance the knowledge and accuracy of operational teams handling regional customers. Serve as a point of escalation for process-related queries and QA disputes within the region. (While currently an Individual Contributor role) Potentially lead and mentor a small team (depending on the final structure), fostering a culture of quality and continuous improvement. Independently conduct investigations into complex issues, identify underlying patterns and trends, and contribute to the development of training and process improvements for broader operational teams. Independently perform individual contributor tasks, including in-depth case reviews and analysis. Develop and deliver targeted training and knowledge-sharing sessions to all operations teams handling customers within the region. Utilize data analysis tools (e.g., Looker or equivalent) to monitor key performance indicators, identify trends, and inform assurance activities within the region. How success is determined in this role: Achieving and maintaining high decision accuracy within the teams supporting the region. Demonstrating a consistent improvement in the "check the checker" score within regional QA activities, indicating effective identification and resolution of quality gaps. Achieving regular improvement in the percentage of control coverage and control assurance for regional processes, including proactive forward-looking controls. Maintaining zero high-risk audit gaps within their area of regional responsibility and ensure proactive identification and remediation of first-line self-identified issues before audit findings. QualificationsYou'd be the right person for this role if you have: Minimum of 5 years of relevant experience working within a regulated financial institution, with specific exposure to the APAC region. Proven ability to build and maintain strong working relationships with regulatory bodies (e.g., BNM, MAS, FSA, BSP, RBI, C&ED, AUSTRAC, APRA) and internal stakeholders. Excellent written and verbal communication skills, with the ability to articulate complex regulatory requirements clearly and concisely. Deep understanding of the regional customer base, market nuances, and the local regulatory landscape for financial crime and KYC. Demonstrated ability to analyze complex situations, identify root causes, and propose effective solutions. Proven ability to work both independently and collaboratively within cross-functional teams. Strong experience in conducting investigations, risk assessments, and process reviews. Familiarity with data analysis tools (e.g., Looker or equivalent) and the ability to interpret data to identify trends and insights. Experience in developing and delivering training materials and knowledge-sharing sessions.