Description
As the Global Complaints Senior Lead, you will oversee the resolution of customer complaints on a global scale, ensuring fairness, regulatory compliance, and a better experience for Wise's users.
In this senior role, you will drive the overarching complaints strategy, address systemic issues, and empower a geographically dispersed leadership team.
Key Responsibilities:
- Strategy & Leadership: Define long-term domain strategies, support the Head of Complaints, and lead high-impact, cross-functional projects that align with Wise's broader business objectives and improve operational efficiency.
- Team & Capacity Building: Mentor team leads across multiple geographies to build independent, highly capable teams while managing global staffing, skills, and training requirements.
- Risk & Compliance: Foster a risk-aware culture, ensuring operations comply with diverse regional regulations while prioritizing customer fairness.
- Operations & Financials: Oversee resource allocation and budgets, optimize team performance, evolve KPIs, and uphold rigorous QA in reporting and auditing.
- Cross-Functional Stakeholder Collaboration: Partner with Product, PR, Finance, and Risk to share critical insights and drive organizational decision-making.
- Continuous Improvement: Leverage data and root cause analysis to identify complaint trends, collaborating across teams to resolve underlying issues and reduce future complaints.
QUALIFICATIONS: Core Competencies:
- Leadership & Accountability: Mentors high-performing teams, sets clear goals, and fosters a culture of ownership and continuous improvement.
- Strategic & Analytical Thinking: Leverages complex data to identify trends, address root causes, and drive actionable strategic planning and performance optimization.
- Customer-Centric & Results-Driven: Empathetically balances customer needs with business objectives to deliver measurable, impactful outcomes in a dynamic environment.
- Communication & Influence: Expertly articulates complex ideas, leads high-stakes negotiations, and aligns diverse stakeholders and senior leadership.
Qualifications & Experience:
- Extensive leadership experience in disputes/complaints within a regulated industry, including managing demand and capacity metrics.
- Proven track record of managing operational teams, developing talent, and defining long-term departmental strategy.
- Strong background in data analysis, setting success metrics, and process improvement (experience with BI tools required).
- Excellent written and verbal English communication skills.
Benefits:
- RSU's in a rapidly growing company
- Annual self-development budget
- Health and dental allowance for you and your dependents
- CarePlus (Master1)
- Company-paid: Life Insurance, and an EAP program
- Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually
- A paid 6-week sabbatical leave after four years
- 8-weeks of paid parental leave, after a year with us and child care assistance
- Transportation vouchers
- Meal (708 BRL per month) and food (1,166 BRL per month) vouchers
- TotalPass access to 3,500 gyms and studios throughout Brazil