Payment Operations Senior Specialist

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 doneMake 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, cl