Payment Operations Senior Specialist

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.

We are looking for Payment Operations Senior Specialists to join our Payment Operations Regional team, with a focus on Service Delivery.

Your mission: 

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also give their money a boost by choosing from different investment options within the Wise Account.

In this role, you will be key in maintaining and enhancing the operational excellence of Payment Operations for currencies in the APAC Regional Team. Your focus will be on ensuring consistent execution of operational tasks, supporting the scalability and reliability of our operations, pushing forth with Continuous Improvement and Process Excellence initiatives, and meeting the service level agreements (SLAs) that guarantee our high standards and customer satisfaction.

You will also be responsible for working with cross-functional teams to improve our operational processes and supporting the successful operationalisation of new and existing product features. This will require you to have an aptitude for problem solving, while having a strong analytical mindset to size the impact of problems and work autonomously on initiatives.

This role is a unique opportunity to have an impact on Wise's mission by contributing to building and supporting operationally sustainable cross-border products and help save millions more people money. 

Here's how you'll be contributing to the APAC Regional Team Payment Operations Team:

• Execute with Excellence: Maintain a high level of consistency in executing recurring responsibilities within respective regional domains, ensuring top-notch performance every time.
• Team Collaboration: Support your team in achieving key performance metrics and service level agreements (SLAs) set for the Payment Operations teams, fostering a collaborative and goal-oriented atmosphere.
• KPI Management: Meet and exceed individual SLAs and KPIs specific to your role, showcasing your commitment to excellence.
• Issue Resolution: Investigate, resolve, and escalate any domain-related issues promptly, acting as the go-to expert for your area.
• Crisis Management: Serve as the first level escalation point for cases and crises, adeptly handling incidents and ensuring smooth operations.
• Operational Excellence: Follow established procedures while staying updated on critical operational changes, ensuring your work is always aligned with the latest standards.
• Stakeholder Support: Collaborate with stakeholders to tackle complex problems related to their areas, ensuring timely and relevant communication that builds strong partnerships.
• Drive Improvement: Lead process enhancements in Payment Operations by working closely with various stakeholders, contributing to the continuous evolution of our services.
• Risk Management: Coordinate risk assessments and mitigation initiatives related to products and processes, safeguarding our operations and clients.
• Mentorship and Training: Take an active role in training and mentoring both new and existing specialists, helping to build a knowledgeable and skilled team.

This role will give you the opportunity to: 

• Challenge Yourself - You'll be working with teams that face complex situations. You get the chance to immerse yourself in ensuring the integrity and continual improvement of our operations, driving efficiency in everyday functions.
• Inspire Teams - You'll fuel the revolution with your ideas, knowledge, self-starter attitude, and customer insight, which you'll use to work with product development engineers and other operational teams to help solve our customer's problems
• Work Globally - You'll work closely with internal and external partners and help to figure out ways to make our customers' lives better. We're 5500+ Wisers with 125 nationalities located in offices from Austin to Tokyo, and much like our product, we operate without borders across teams and locations. We get it done
• Make an Impact - You'll help to identify and automate manual processes that complicate our customers' lives, while increasing the efficiency of the whole operations organisation, driving us towards Mission Zero

What will make you successful in this role:

• You have excellent written and verbal English skills
• You are flexible with your working hours to work with teams in different time zones
• You define your priorities according to data and customer needs. Before you start a project you understand what success looks like and track your progress towards this vision
• You enjoy owning your work and supporting projects. You focus on accuracy, are independent and pay attention to every detail and you have a proven track of delivering impactful projects
• You are humble, self-aware, positive and solution-driven. You admit when things don't go well and share learning with the team
• You understand operational risks and are able to mitigate them proactively
• You're a great communicator, straight up, clear 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 enjoy being part of an inspiring team environment where ideas are shared and openness is valued. You're comfortable and composed when either giving or receiving feedback
• You're proactive and a great relationship builder, experienced at working closely with external partners as well as product development teams.
• Your intellectual curiosity has no limit and this is your guiding light. You have the self-awareness to understand when you don't know something and the humility to learn
• You have relevant experience working in operations and support with cross functional projects that drive efficiency and scaling of manual work

Required experiences:

• Min 2+ years relevant experience in an operational role, bonus for experience in the payments space
• Experience working in a fast-paced environment
• Experience working directly with product & engineering teams
• Basic data skills - you're able to navigate tools like Looker to gather relevant data points

Nice-haves:

• Experience in the payments / fintech space
• Experience driving process improvements and/or relevant experience scaling operations 
• Experience in driving process excellence 

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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