Business Operations Manager

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

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking . Your mission is to transform how we deliver our customer support experience to build a globally scalable and cost-effective model for our future.

The role is a unique opportunity to join one of the fastest growing companies in APAC. With over 15 million happy customers we’re already moving more than £9 billion a month and have more than 2,500 people in our operations functions across the US, Estonia, Hungary and Singapore and 800 in Product and engineering. We serve a wide range of customers from personal users, freelancers, small businesses to enterprise businesses and banks.

This is a one-of-a-kind role, where you are both a servicing site lead and a business operations manager. You will be one of the first members of the newly set-up function that creates a bridge between Operations teams and other functions (including product, engineering, banking, compliance, people team) . This new function sits in our servicing organisation and will be responsible for running scalable and effective strategic operations projects, driving outcomes with both product and operations organisations. You’ll be working closely with partners at Operations teams across Customer Support, KYC, FinCrime and Payment Operations. You’ll be driving automation, process improvements and outsourcing projects.

Here is what you will do:

• Look into potential Operations issues that could challenge our growth, such as when transfers are delayed for too long, or users are denied service when they should have not
• Analyze those issues, draw actionable insights, design process- or product- improvement plans, and implement these plans collaborating with stakeholders cross functionally across multiple workstreams
• Clearly define success and evaluate progress with both qualitative and quantitative methods
• Help run Monthly Business Reviews to provide oversight in business performance metrics, conduct deep dives in certain areas, and drive strategic initiatives based on the findings
• Work closely with servicing teams, providing feedback from the customer point of view, challenging them when they are too risk averse
• You will do the opposite with Product teams - challenge them when they don’t consider risk well enough, and encourage them to consider the operational impact of their actions
• Run side by sides sessions with Ops agents and go through cases and customer contacts to find insights, and build solutions accordingly
• Manage incidents when they happen - from setting up processes to conducting post mortems
• Provide oversight into our APAC sites, being a thought partner to our servicing leaders, helping unlock growth and continuous improvement opportunities

This role will give you the opportunity to

• Choose your path to impact – we believe people are most empowered when they can act autonomously. So rather than telling you what to do, you’ll work with your team to create a vision of your own. Of course, you can always gather feedback from smart, curious people across Wise but you’ll have the freedom to make your own calls
• Grow as a leader – Grow and inspire team members to join our mission
• Get amazing exposure to the full breadth and depth of our product from customer service, FinCrime, regional expansion and new product launches
• Be part of our mission to make money without borders the new normal

Qualifications

A bit about you:

• You have several years of experience in a broad role at an innovative Fintech, Big Tech, or Bank, driving large projects to completion
• You have deep understanding of the APAC markets and its diverse customer base
• You’re passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions.
• You’re entrepreneurial and hands-on – You have delivered high impact product solutions before in data-driven environments, using a mix of product and process solutions and have seen them through to production.
• You are fluent with data, can use spreadsheets and analytics dashboards for insights, preferably you know SQL and Python.
• You can go through loads of qualitative data point: customer contacts, operational cases and side-by-sides sessions
• You understand the economics concepts like demand-capacity, ROI, impact-feasibility assessment, etc
• You understand technology and how to build products well enough to be able to help the team know when to invest in tech debt reduction, bugs or new features.
• Have a clear playbook for prioritising work, helping the team understand impact and making an inspiring roadmap for everyone to follow.
• You approach problem solving in a methodical way, allowing the team to gain clarity over root cause issues and making it easier to correctly assess risk and migration strategies for it.
• You can influence people without authority

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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