Global Complaints Senior Lead

1 week ago

Singapur, Singapore Wise Full time

Join to apply for the Global Complaints Senior Lead role at Wise . Wise is a global technology company building the best way to move and manage the world’s money. Whether people and businesses are sending money abroad or making international payments, Wise is on a mission to make their lives easier and save them money. Salary Ranges: 11,500 ~ 13,375 SGD Monthly + RSUs. The primary role of a Global Complaints Senior Lead is to oversee the management and resolution of customer complaints on a global scale. You will lead and inspire complaints teams, develop and execute a comprehensive strategy for the function, and collaborate with stakeholders across Wise to enhance customer satisfaction and operational efficiency. Responsibilities Strategic Planning and Execution: Define, scope, and execute long‑term strategic plans and objectives for the complaints domain. Leadership and Influence: Support the Head of Complaints in driving growth by leveraging expertise and influencing key stakeholders. Capability and Capacity Planning: Contribute to strategic planning of team capabilities, ensuring teams are adequately staffed and trained. Risk and Compliance Management: Foster a risk‑aware culture and ensure compliance with regulatory guidance across all markets. Cross‑Functional Collaboration: Work closely with Product, PR, Finance, Risk, and Compliance to share data and insights. Performance Optimization: Measure, monitor, and enhance overall performance of operations teams. Quality Assurance: Maintain rigorous standards in reporting and auditing responsibilities. Project Leadership: Lead cross‑team projects requiring strategic decision‑making and project management expertise. Financial Stewardship: Participate in budget management to support strategic initiatives. Team Development: Mentor team leads and foster a culture of continuous improvement and innovation. Root Cause Analysis and Continuous Improvement: Implement techniques to analyze complaint trends and drive improvement initiatives. Qualifications Several years of experience within disputes and complaints in a regulated industry. Experience leading operational teams, preferably in fintech or banking sectors worldwide. Experience managing capacity metrics for incoming complaints work. Track record of setting and measuring metrics. Data analysis and process improvement skills. Excellent verbal and written English communication skills. Successful history of building and developing teams. Ability to draw long‑term vision and strategy for a team. Good analytical skills and proficiency with business intelligence tools. Experience at an arbitration body or regulator (preferred). Subject‑matter expertise in scams or related areas (preferred). Additional Information We’re people building money without borders—without judgement or prejudice. We believe teams are strongest when they are diverse, equitable and inclusive. If you want to find out more about what it’s like to work at Wise, visit Wise.Jobs. Follow us on LinkedIn and Instagram to stay updated on life at Wise. Seniority level Director Employment type Full‑time Job function Information Technology #J-18808-Ljbffr

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