SSE Performance Steering Head

Job description

Your Mission Wise is scaling at an incredible pace, moving over £9 billion a month for 15 million customers. To keep our mission of "money without borders" sustainable, we must ensure our global operations are not just growing, but evolving. As the Global Head of Performance Steering, your mission is to lead a high-impact team of Performance Steering Leads (PSLs) across three continents. You will architect the data-driven frameworks that allow Wise to maximize capacity, reduce operational variance, and bridge the gap between technical product capabilities and manual operational effort.

You are the guardian of operational efficiency, ensuring that as we scale, our performance remains predictable, high-quality, and cost-effective. The Role You will lead a global team of Performance Steering Leads based in India, Estonia, and the US. Your role is to elevate the "Performance Steering" function from individual metric monitoring to a cohesive global strategy. You will be responsible for the collective output of your leads, ensuring they effectively govern KPI targets and drive remediation across Customer Support, KYC, FinCrime, and Payment Operations.

Key Responsibilities

Leadership & Strategy: Manage and mentor a global team of PSLs, setting the long-term vision for metric governance and efficiency reviews.

Global KPI Governance

Oversee the setting of aggressive yet achievable targets for core metrics (AHT, Occupancy, Adherence, CpH, SLA) across all global service teams and vendor partners.

Advanced Statistical Oversight

Ensure the team effectively utilizes methodologies like Variance Significance Factor (VSF) and standard deviation analysis to eliminate operational performance gaps.

Strategic Remediation

Act as the final point of escalation for complex Root Cause Analyses (RCAs). You will ensure that performance "triggers" lead to immediate, measurable action plans rather than just passive reporting.

Product-Ops Integration

Partner with Product and Engineering leads to translate operational performance data into product requirements. You will identify where manual bottlenecks (Operational Debt) can be solved through automation.

Vendor Governance

Work with Vendor Management to implement global scorecards and frameworks that ensure our external partners meet the same high-efficiency standards as our internal teams.

Qualifications

A bit about you You are a "builder" who thrives in non-corporate, fast-moving environments. You have a deep understanding of how large-scale operations function and a passion for using data to solve human and process-driven problems.

Must-Haves Proven Leadership

7+ years of experience in high-growth operations, with a track record of leading teams of leads or senior individual contributors.

Analytical Power

Expert-level proficiency in SQL and data visualization. You must be comfortable interpreting complex statistical control metrics to assess process stability.

WFM Mastery

A deep "under the hood" understanding of Workforce Management (WFM) and efficiency metrics.

Storytelling with Data

Ability to take complex operational data and turn it into a compelling narrative for senior stakeholders, influencing roadmaps without direct authority.

The "Wise" Mindset

You are entrepreneurial, hands-on, and ready to challenge conventional approaches or risk-averse mentalities. Nice-to-Haves Experience with Python or advanced automation tools (e.g., Twilio). A background in FinCrime or KYC operations within a high-growth FinTech environment. Experience managing "dotted line" relationships across global sites.