Global Complaints Senior Lead

Job description

As the Global Complaints Senior Lead, you will oversee the resolution of customer complaints on a global scale, ensuring fairness, regulatory compliance, and a better experience for our users. In this senior role, you will drive the overarching complaints strategy, address systemic issues, and empower a geographically dispersed leadership team.

Key Responsibilities

Strategy & Leadership : Define long-term domain strategies, support the Head of Complaints, and lead high-impact, cross-functional projects that aligns with Wise’s broader business objectives and improves operational efficiency.

Team & Capacity Building

Mentor team leads (across multiple geographies) to build independent, highly capable teams while managing global staffing, skills, and training requirements.

Risk & Compliance

Foster a risk-aware culture, ensuring operations comply with diverse regional regulations while prioritizing customer fairness. Identify and address systemic root causes of complaints to mitigate risk and enhance customer trust.

Operations & Financials

Oversee resource allocation and budgets, optimize team performance, evolve KPIs, and uphold rigorous QA in reporting and auditing.

Cross-Functional Stakeholder Collaboration

Partner with Product, PR, Finance, and Risk to share critical insights and drive organizational decision-making. Build strong relationships with internal teams and external arbitration/regulatory bodies to resolve issues and leverage regional insights.

Continuous Improvement

Leverage data and root cause analysis to identify complaint trends, collaborating across teams to resolve underlying issues and reduce future complaints.

Qualifications

Core Competencies

Leadership & Accountability: Mentors high-performing teams, sets clear goals, and fosters a culture of ownership and continuous improvement.

Strategic & Analytical Thinking

Leverages complex data to identify trends, address root causes, and drive actionable strategic planning and performance optimization.

Customer-Centric & Results-Driven

Empathetically balances customer needs with business objectives to deliver measurable, impactful outcomes in a dynamic environment.

Communication & Influence

Expertly articulates complex ideas, leads high-stakes negotiations, and aligns diverse stakeholders and senior leadership.

Qualifications & Experience

Extensive leadership experience in disputes/complaints within a regulated industry, including managing demand and capacity metrics. Proven track record of managing operational teams, developing talent, and defining long-term departmental strategy. Strong background in data analysis, setting success metrics, and process improvement (experience with BI tools required). Excellent written and verbal English communication skills.

Preferred

Global complaints experience in the fintech or banking sector, SME