[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Wise jobs](https://jobs.opennash.com/companies/wise/) · [Search jobs](/search/) Wise · Hyderabad, India # Complaints Team Lead Hyderabad, India Full-time Manager or lead Customer Support Listed on Wise’s official careers site. Posted October 13, 2026. Check that it is still open and apply there. [Apply on Wise’s careers site →](https://jobs.smartrecruiters.com/Wise/744000155261259-complaints-team-lead) [OpenNash Jobs](https://jobs.opennash.com/) / [Wise](https://jobs.opennash.com/companies/wise/) / Complaints Team Lead ## Job description We’re looking for a new Team Lead to work with our teams based in Hyderabad to join our mission! Along with our other Complaints Team Leads you’ll be responsible for looking after the needs of our Complaints Officers, as well as working with our product and compliance teams to rectify systemic issues so we can continue to scale and grow. If you’re passionate about people and want to extend your skills into the realm of project management, risk assessment, and generally being part of something amazing and fast-paced, then this role is for you! As a Complaints Team Lead at Wise, you will be instrumental in ensuring that our customers receive exceptional service and that their concerns are addressed promptly and effectively. Your primary purpose will be to execute a robust complaints management strategy that aligns with regulatory standards and supports our commitment to transparency and customer satisfaction. You will lead a dedicated team of Complaints Officers, providing guidance, coaching, and support to ensure that all complaints are handled efficiently and in accordance with established procedures. By analysing complaints data and identifying underlying trends, you will drive continuous improvement initiatives aimed at addressing root causes and enhancing our overall customer experience. This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to minimise complaints and optimise customer outcomes. You will also serve as a key point of contact for regulatory inquiries and audits related to complaints management, demonstrating Wise's commitment to compliance and operational excellence. Ultimately, your role will be critical in shaping Wise's reputation as a customer-centric organization that values transparency, accountability, and continuous improvement in resolving customer concerns globally. Additionally, you will be responsible for identifying and mitigating potential risks associated with complaints management, ensuring adherence to regulatory requirements, and implementing risk-mitigation strategies to safeguard Wise's reputation and operational integrity. What activities does a Complaints Lead undertake? Management and Leadership Own the performance of your team and deliver departmental KPI's that enable the Complaints function to be successful. Develop talent mapping approaches that help identify everything from future talent that requires nurturing to current gaps within the performance of your team. Remedy any performance gaps utilising the relevant people policy as a guideline. Develop and implement training programmes to enhanced skills and capabilities of Complaint Officers, ensuring consistency in handling customer complaints across regions. Serve as a subject matter expert on complaints management during cross-functional projects, providing guidance on best practice and regulatory requirements. Maintain a proactive approach to risk management, identifying emerging trends and potential issues and help deliver strategies to mitigate risks associated with complaints. Ensure regular communication is maintained with the team through effective team meetings and town hall attendance. Hire in line with company policy when there is a need to scale the team further. Doing things better Continuously evaluate and enhance the operational delivery of complaints, as per the strategy, to drive improvements in performance, customer experience and compliance. Suggestion innovative solutions and best practice to reduce complaint resolution times and enhance the overall quality of responses to customer concerns. Using data and analytics, identify recurring issues and root causes of complaints leading to targeted process improvements and service enhancements. Champion a customer-centric approach to complaints handling, advocating for proactive communication. Help create and maintain a culture of continuous learning and improvement, encouraging experimentation and knowledge sharing to drive innovation. Customer Experience Enhancement Executive strategies and initiatives to enhance customer experience through effective complaints resolution and proactive management. Implement feedback loops to capture customer insights and integrate them into initiatives that support service improvement and product development. Act as the voice of the customer from a complaints perspective, ensuring that you make a valid contribution to efforts that gravitate around improving our customer's service experience. Continuous Professional Development Stay current with industry trends, best practice and emerging technology in complaints management. Pursue professional development opportunities such as certifications, workshops and conferences related to customer advocacy and complaints management. ## Qualifications ### What You'll Bring Operational & Analytical Mastery: Proven history of leading front-line operations teams to achieve challenging KPIs. Skilled in setting clear OKRs, streamlining processes, and using data to solve root cause issues. ### Team Leadership & People Management 2+ years of direct management experience building and scaling high-performing teams. Passionate about talent growth, coaching through feedback, and cultivating a positive team culture. ### Change Navigation Skilled at leading teams through operational changes and structural pivots while keeping team morale high and raising execution standards. ### Strategic Stakeholder Influence Clear, persuasive communicator who builds strong working relationships and constructively challenges existing norms when needed. ### Accountability & Ownership Mindset Highly autonomous leader who owns team results end-to-end, fights for the customer experience, and leads with humility. ### Preferred Qualifications Experience managing or collaborating with cross-border, international teams. Fintech, payments, or banking background, particularly with experience working alongside Product and Engineering teams. Prior experience leading customer support escalations, disputes, or complaints management functions. ## At a glance - Posted by the employer: Oct 13, 2026 - First seen by OpenNash: Oct 18, 2026 - Last checked: Oct 18, 2026 - Listed for: 5 days - Location: Hyderabad, India - Employment type: Full-time[Apply on Wise’s careers site →](https://jobs.smartrecruiters.com/Wise/744000155261259-complaints-team-lead) ## More jobs at Wise ### [Customer Support Specialist](https://jobs.opennash.com/companies/wise/jobs/fcc269417495a7868eb4/) Hyderabad, India ### [Analytics Manager - Internal Audit](https://jobs.opennash.com/companies/wise/jobs/4af33374cef88cf28511/) Hyderabad, India ### [Analytics Senior Manager - Risk & Controls](https://jobs.opennash.com/companies/wise/jobs/e55ea61f7f3a07a3ca6e/) Hyderabad, India ### [Compliance Operations Lead](https://jobs.opennash.com/companies/wise/jobs/875fec6ba272ad95c9b6/) Hyderabad, India ### [Compliance Senior Manager](https://jobs.opennash.com/companies/wise/jobs/8e01758314e48cb8967c/) Hyderabad, India ## Similar jobs at other companies ### [Nodal Complaints Officer](https://jobs.opennash.com/companies/grasim-industries/jobs/e4283b5dbb190be01544/) Grasim Industries · Maharashtra ### [Project Manager, Complaints & Appeals](https://jobs.opennash.com/companies/cvs-health/jobs/463ff2292a8efac32d9a/) CVS Health ### [RPMG: Training, Complaints & Quality - Front End](https://jobs.opennash.com/companies/axis-bank/jobs/024755140fbb80d92caf/) Axis Bank · Mumbai ### [Senior Analyst, Complaints & Appeals (Pre-service) - Remote](https://jobs.opennash.com/companies/cvs-health/jobs/8a17bf87d58eb4a1e39c/) CVS Health · Work from home, CT ### [Project Manager – CAPA & Complaints](https://jobs.opennash.com/companies/philips/jobs/492b05a69e8b2ac90eb0/) Philips · Pune OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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