Complaints Team Lead

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

Purpose of the role

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, your aim will be 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 organisation that values transparency, accountability, and continuous improvement in resolving customer concerns globally. You will be responsible for taking care of your team's performance and well-being and engagement.

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.

People Management

• Providing ongoing coaching and mentoring to support individual growth and development in weekly check-in sessions and monthly 1x1 sessions.
• Making sure team members complete trainings and team's knowledge is up to date with regulatory and compliance related matters.
• Manage their teams capacity, plan in advance and hire in line with company policy when there is a need to scale the team further.
• Absence management of their team (team holidays are taken, documented on Workday and relevant excel sheets) time entries are double checked and approved before payroll cut-off.
• Keeping team members engaged through organising team building activities and events.

Performance Management

• Own the performance of your team and deliver departmental KPI's that enable the Complaints function to be successful.
• Setting clear quantitative / qualitative and behavioural performance expectations, assessing performance against KPIs, and providing regular feedback to help team members improve
• Has great knowledge of complaints jurisdictions targets and KPIs- Is available for the team when they need support
• 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 utilizing the relevant people policy as a guideline

Execute on strategy and improve operational efficiency

• Aligning team objectives with broader organizational goals, ensuring team is clear on the strategy and understands how their work supports it, and developing strategies to achieve targets.
• Play a key role in terms of stakeholder management. Provide support to stakeholders, build relationships with them and seek feedback from them and manage their expectations.
• 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.
• Continuously evaluate and enhance the operational delivery of complaints, as per the strategy, to drive improvements in their team`s performance, customer experience and compliance.
• Ensure that all complaint handling activities are properly documented and recorded in accordance with regulatory requirements. This includes maintaining detailed records of complaints, responses, and resolution outcomes, as well as preparing regular reports on complaint handling metrics and trends for management review.

Change Management

• Suggest 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.
• Actively participate in effective change management by communicating changes to their team and stakeholders.
• Help create and maintain a culture of continuous learning and improvement, encouraging experimentation and knowledge sharing to drive innovation.
• Suggest continuous improvement initiatives within the complaints team to enhance efficiency, effectiveness, and customer satisfaction. This includes soliciting feedback from team members, analysing performance metrics, and implementing process improvements to streamline workflows and reduce turnaround times.

Customer Experience Enhancement

• Execute 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.
• Champion a customer-centric approach to complaints handling, advocating for proactive communication.
• 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.
• Advocate for the needs and interests of customers within the organisation, ensuring that complaints are addressed promptly, fairly, and transparently. This involves representing the voice of the customer in internal discussions and decision-making processes, and advocating for changes or improvements to products, services, or processes based on customer feedback.

Continuous Professional Development

• Stay current with industry trends, best practice and emerging technology in complaints management.
• Work on complaints regularly and also escalated cases to make sure your product knowledge is on a high level.
• Pursue professional development opportunities such as certifications, workshops and conferences related to customer advocacy and complaints management.

Qualifications

• Min 1 year of experience in handling complaints.
• At least 2 years of experience in leadership or supervisory roles.
• In-depth knowledge of complaints processes, standards, and best practices is necessary.
• Strong analytical and problem-solving abilities are crucial for identifying issues, root causes, and opportunities for improvement in the department.

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.

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