Job Description
We are looking for a Senior Lead to join our Payment Operations team, leading APAC Regional Service Delivery.
In this role, you will focus on supporting Wise’s mission through driving operational excellence for APAC Regional Payment Operations. This translates to ensuring your teams are operationally resilient, delivering the best quality standards, and striving towards instant service to deliver the best in class experience for our customers. To achieve this, you will be working closely with key stakeholders across functions, ranging from Product teams to Service Scale & Experience teams.
As a lead of leads, you will develop and empower a team of high-functioning Payment Operations Team Leads, with a mindset that enables you to simultaneously drive optimisation and inspire your team. You will be responsible for setting strategic direction and KPI targets, ensuring these are met. You will provide support, guarantee collaboration and embrace opportunities to consistently improve the state of Payment Operations.
Your Mission:
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. In this role, you'll add to that mission by:
- Lead and develop a team of strong Payments Operations Team Leads that are empowered to lead and build strong operational teams;
- Drive operational excellence, ensure operational KPIs & SLAs are consistently met while seeking to continuously improve them;
- Ensure the sustainability of your domain, focusing on longer term operational scalability and efficiency;
- Provide hands-on guidance and oversight to ensure your Team Leads are setting goals and executing on the most impactful initiatives that align with Product roadmaps and Payment Operations goals;
- Take ownership on driving strategic direction within your domain and driving accountability in their delivery, ensuring OKRs and KPIs are consistently met;
- Work closely with cross-functional teams to ensure your team is operationally resilient and identifying opportunities to improve the customer experience;
- Influence product & servicing team roadmaps to ensure consideration and action on improvement opportunities to influence operational scalability;
- Identify opportunities to optimise operational inefficiencies, translating them to impactful initiatives;
This role will give you the opportunity to:
- 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 organization, driving us towards Mission Zero!
