Job Description

The primary role of a Global Complaints Senior Lead is to oversee the management and resolution of customer complaints on a global scale. This role is a unique opportunity to have an impact on Wise's mission, grow as a leader, help save millions more people money and work in a disruptive, fast-growing and fun environment.





As the Global Complaints Senior Lead at Wise, you will play a pivotal role in ensuring that our most dissatisfied customers are treated with fairness and in accordance with regulatory standards. You will lead and inspire our complaints teams, who manage communications with arbitration bodies, support other teams in handling customer complaints, and collaborate with a diverse array of stakeholders across Wise. In this senior leadership position, you will develop and execute a comprehensive strategy for the global complaints function, aligning with Wise's overall business objectives and driving large-scale initiatives that enhance customer satisfaction and operational efficiency.





You will empower and develop team leads, fostering a culture of excellence and continuous improvement across multiple geographies. By overseeing and mentoring a diverse team of leaders, you will ensure high performance and professional growth, cultivating a collaborative and inclusive environment that encourages innovation and accountability. Your role will involve building and maintaining strong relationships with internal and external stakeholders, including regulatory bodies, and leveraging regional insights to inform global strategy. As a strategic thinker with a data-driven approach, you will lead efforts to address systemic issues, developing innovative solutions that mitigate risk and enhance customer trust.





You'll need to be an experienced people manager, having looked after team leads and driven performance across multiple teams.





The department structure has a huge geographical reach, meaning the role-holder will spend time in parts of APAC as well as some of our global functions.

Responsibilities

Strategic Planning and Execution:

Define, scope, and execute long-term strategic plans and objectives for the complaints domain, coordinating with all relevant internal and external stakeholders to ensure alignment with Wise's overarching goals.

Leadership and Influence:

Support the Head of Complaints in driving the growth of the domain by leveraging strong expertise and influencing key stakeholders across the organization and industry.

Capability and Capacity Planning:

Contribute to the strategic planning of team capabilities, skills, knowledge, and capacity. Ensure the teams are adequately staffed, highly capable, compliant, and well-trained to meet evolving demands.

Risk and Compliance Management:

Foster a risk-aware culture within Complaints operations, ensuring compliance with complaint-specific regulatory guidance across all markets. Prioritize customer fairness while adhering to diverse regional regulatory requirements.

Cross-Functional Collaboration:

Collaborate closely with functions such as Product, PR, Finance, Risk, and Compliance, ensuring timely sharing of relevant data and insights to drive informed decision-making across the organization.

Performance Optimization:

Continually measure, monitor, and enhance the overall performance of operations teams, providing regular feedback and visibility at the company level. Challenge existing KPIs and propose innovative solutions to align with regulatory obligations and business objectives (when needed).

Quality Assurance:

Ensure the highest level of quality in the team's reporting and auditing responsibilities, maintaining rigorous standards and accountability.

Project Leadership:

Lead significant cross-team projects that require strategic decision-making, content contribution, and project management expertise, driving impactful outcomes.

Financial Stewardship:

Participate in budget management, ensuring efficient allocation of resources to support strategic initiatives and operational excellence.

Team Development:

Develop and mentor team leads, empowering them to build strong, independent teams. Foster leadership skills and promote a culture of continuous improvement and innovation.

Root Cause Analysis and Continuous Improvement:

Implement and promote techniques and methodologies for root cause analysis to identify underlying issues in complaints. Utilize data-driven insights to analyze complaint trends and demands, driving continuous improvement initiatives. Collaborate with relevant teams to develop and implement solutions that enhance customer satisfaction and reduce future complaints.
Qualifications





You have several years of experience within the disputes and complaint domain in a regulated industry;


You have experience leading operational teams, preferably in complaints function at a fintech or banking sector across the globe. You have experience of working in a leadership role within a complaints function and understand the demand and capacity metrics of incoming work; You have experience in setting metrics and determining how these have been measured and created based on success previously; You have experience in Data Analysis and Process Improvement; Excellent verbal and written English, with particular focus on the ability to effectively communicate with a wide range of stakeholders; You have a successful track-record of building teams and developing people; You are able to draw long term vision and strategy for your team; You have good analytical skills, including ability to work directly with business intelligence tools; You have preferably worked at an Arbitration body or regulator; and * You have preferably SME knowledge within scams or working experience within this area.