Head of Business Operations - Wise Platform

Job description

Wise has already pioneered new ways for people to transfer money across borders and currencies. Through Wise Platform, we enable banks and enterprise businesses to leverage our multi-currency infrastructure to serve their own customers. We are one of the fastest-growing fintechs, moving over £9 billion monthly with a global operations team of over 2,500 people. Your Mission As the Head of Business Operations, your mission is to enhance and scale our servicing and operations for our platform partners.

You will lead the global operational roadmap, ensuring our servicing model meets the expectations of our partners and scales in line with our growth.

What you will do

In this senior leadership role, you will balance high-level strategy with hands-on execution across multiple functional domains.

Your focus will be threefold

Own Servicing and Operational KPIs: You own servicing and operational success, working with cross-functional teams to fix structural problems when needed or incubate operations from scratch for new partnership types or products Lead Partner Success: You own our partners’ operational success, ensuring that their KPIs and SLAs are stable and always green Influence Without Authority: You influence product teams and indirectly lead the operational teams, ensuring that they are set up correctly to be high-performing, have enough capacity, consistently meet KPIs and are prioritising the right things for partners This role will give you the opportunity to: Choose your path to impact: we believe people are most empowered when they can act autonomously.

So rather than telling you what to do, you’ll work with your team to create a vision of your own. Of course, you can always gather feedback from smart, curious people across Wise but you’ll have the freedom to make your own calls Grow as a leader: Grow and inspire cross-functional teams from customer success and servicing and operations to join our mission Get amazing exposure: to the full breadth and depth of our product and servicing operations from customer support, FinCrime, global expansion and new product launches Be part of our mission: to make money without borders the new normal

Qualifications

You have 8+ years of experience in a broad role at an innovative company within the payments ecosystem, driving large projects to completion Leadership in Operations. You have a successful track record in similar senior operational leadership roles within the FinTech, Financial Services or Technology industries, working with people and processes as well as products. Demonstrated ability to execute at very high level in a variety of customer service-type contexts You’re entrepreneurial and hands-on.

You have delivered high impact solutions end to end in data-driven environments You are fluent with data, can use spreadsheets and analytics dashboards for insights, preferably you know SQL and Python You can go through loads of qualitative data point: customer contacts, operational cases and side-by-sides sessions