Process Management Lead

Job description

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 . Your mission is to uplift our process management capabilities and work with the area leads to determine what good looks like. This role will be instrumental in transforming our current operational landscape into a more efficient, robust, and scalable system, ensuring compliance with evolving regulatory requirements and enhancing our ability to detect and prevent financial crime.

The successful candidate will leverage their expertise in Process Management methodologies, process automation, and change management to drive significant improvements across the organisation. It is a unique opportunity to join one of the fastest growing companies in Europe. With over 15 million happy customers we’re already moving more than £9 billion a month and have more than 2,500 people in our operations functions across the US, Estonia, Hungary and Singapore and 800 in Product and engineering.

We serve a wide range of customers from personal users, freelancers, small businesses to enterprise businesses and banks. You will be one of the first members of the newly set-up function that will be setting the standards on how operational processes are mapped, measured and improved. It will be part of the new Business Process Excellence function.

Your Mission

Global Process Mapping and Optimization: Conduct a comprehensive analysis of existing "as-is" Operational Processes at Wise. This will involve detailed process mapping, identification of bottlenecks, inefficiencies, and areas for improvement. Design and develop optimized "to-be" processes, focusing on creating a streamlined, standardized, and globally consistent approach.

Cross-Functional Leadership

Looking at the processes from controls, compliance and efficiency angles and working with experts from those areas to drive improvements. Inspire multiple teams around large problems across product and operations. Integrate with other teams to leverage their support to impact goals through feedback and coaching, and influence plans and roadmaps without formal authority by providing data-driven business cases which significantly move success metrics.

Navigate the organisation at various levels to find the right stakeholders, build formal networks, and get their support to unblock issues when they arise.

Strategic Impact

Work with product and engineering teams to make sure there is alignment on the biggest opportunities and they get prioritized. Define a 12‑month strategy and execution plan for your domain with key results that support set objectives. Run planning or discovery sessions to explore new opportunities to impact customer experience. Gather insights independently and put together business cases for improvements needed to impact positive customer outcomes.

Use data to make trade-offs between cost and efficiency, explain the reasoning, and deliver this with conviction.

Data-Driven Success

Clearly define what success looks like for your processes and evaluate progress using a blend of qualitative and quantitative methods to demonstrate impact. Regularly communicate results and impact to wider teams (product/engineering/team calls/across offices). Identify patterns and themes impacting metrics proactively for incident prevention (e.g. SLA breaches). Identify the right metrics to track for customer outcomes and which teams drive those.

Own and move metrics for at least one domain, or influence teams to drive metrics that impact customer outcomes; work with teams towards meeting their KPIs and targets, whilst reporting on these to the wider organisation.

Operational Control Mapping and Assurance

Rigorously map all existing operational Level 1 (L1) controls into the new process design, ensuring full coverage and alignment with regulatory expectations. Develop and implement a robust process for evidencing the effective operation of these controls. This includes defining key performance indicators (KPIs), establishing monitoring mechanisms, and creating clear documentation for audit and regulatory scrutiny. You will lead a group of highly skilled process engineers, ensuring their work aligns with our principles, is measured against clear metrics, and delivers high‑quality outcomes.

Qualifications

A Bit About You

Extensive Experience: You have 6+ years of experience in process engineering or management, or a background in building products at scale with a deep understanding of organisational complexity .

Proven Methodologies

You have a proven track record of mapping complex processes across big organisational depth. You are skilled in creating high-quality and practical process maps, breaking down sub processes, mapping dependencies, and identifying the critical path to success.

Scalability & operating models

You have a focus on scalability and can implement operating models that enable other teams to improve their performance.

Eye for detail

You have a great eye for detail and leave no stone unturned. You understand the small things that make a big difference.

Data-Driven

You are highly data-driven. You know how to gather and interpret data to identify opportunities, measure impact, and tell compelling stories that inspire action.You are able to make decisions, create clarity, and cut through detail even in the most difficult and opinion-heavy situations to get the key problems surfaced to the right teams that have the ability to enact positive customer outcomes.

Problem Solver

You possess strong decision-making skills and expertise in overcoming complex challenges. You question the status quo, bring fresh ideas, and can formulate actionable plans to bring them to life. You coach teams within your domain, delivering actionable feedback that results in improvements in execution.

Autonomous Operator

You excel at resolving challenges, making impactful decisions, and acting autonomously to drive your projects forward. You can handle people issues, hire and performance‑manage to help the team move faster. You have the ability to execute and drive results at all levels — from a single customer pain point to a collective group of customers, an area, a product, or a market. You set a high bar for operational performance, focusing on solving customer pain points through high-quality and fast-paced execution, with enough depth to help more than one team execute faster.

Experience; working within fintech or financial institutions. Leading - you have lead people before, hired, onboarded and performance managed. You are able to develop a 12‑month hiring roadmap for the teams within your domain and help them fill the roles.

This Role Will Give You the Opportunity To

Choose your path to impact: We believe people are most empowered when they can act autonomously. You’ll work with your team to create your own vision and will have the freedom to make your own calls.

Gain unique exposure

Get fantastic exposure to the full breadth and depth of our product and operational world, from customer service and fincrime to regional expansion and new product launches.

Be part of the mission

Play a key role in our mission to make money without borders the new normal