Wise
Hiring now
Tallinn, Harjumaa, EstoniaFull-timePosted 4 months ago
Wise
ApplyWise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
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.
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.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.