Role details
Company Description
Wise 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 .
Job Description
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.
Qualifications
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.
Additional Information
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 .