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.
We’re looking for a Global Arbitration Lead to join our growing team. As our Complaint Arbitration Lead for the APAC region, you will be the driving force behind our mission to be the undisputed leaders of excellence in Complaint Arbitration.
Roles & Responsibilities
- Leadership & Team Management: Lead a team of talented Arbitration Specialists in the APAC region, ensuring day-to-day operations run smoothly and efficiently. Actively manage and monitor team KPIs to ensure we consistently meet and exceed our quality and resolution targets. Serve as the primary go-to subject matter expert and escalation point for complex, high-visibility, or high-risk arbitration cases.
- Strategic Insight & Reporting: Support the delivery of comprehensive global arbitration reports for Monthly Business Reviews (MBRs). Translate complex regulatory and arbitration findings into clear, specific, and actionable insights for stakeholders across the business. Lead change initiatives designed to refine our internal processes and elevate the quality of our complaint responses.
- Relationship & Change Management: Cultivate strong, collaborative relationships with internal cross-functional teams and external entities, particularly regional and global arbitration bodies. Act as an advocate for best practices, influencing positive, company-wide change across Wise to protect and build the strength of our operating licenses. Strategically prioritize and deploy resources to tackle the most critical arbitration challenges.
- Customer Experience & Outcome-Centric Approach: Maintain a relentless focus on securing fair, high-quality resolutions for our customers, adapting strategies as individual cases or broader trends demand. Utilize deep customer insights gathered from arbitration to champion the customer internally, driving tangible improvements in product and service design.
- Strategic Planning & Adaptability: Lead strategic planning initiatives that seamlessly integrate with our broader Service Operations goals. Remain flexible and adaptable, pivoting strategies as necessary to navigate the ever-evolving global financial and regulatory landscape.
- Continuous Professional Development: Keep a pulse on emerging industry trends, regulatory updates, and shifts in the dispute resolution space. Commit to continuous professional development for yourself and your team to ensure Wise remains at the cutting edge of compliance and customer care.
QUALIFICATIONS
- You have at least 12 months working in Complaints/Arbitration and have previous leading experience.
- You’re a great communicator with impeccable verbal and written English skills.
- You’re analytical, comfortable working with data, and able to draw meaningful conclusions from them.
- You have a good command of Looker or other BI tools.
- You’re able to detect and solve problematic cases and/or processes, and escalate them as needed.
- You look for incremental improvements in work processes and results.
- You’re punctual, well organized, and able to divide your time between specific activities.
- You’re autonomous, reliable, adaptable, and display commitment to the team’s goals.
- You have knowledge of regulatory frameworks or you’re willing to learn, if needed.
- You are aware of and put into practice data security procedures.
- You’re customer-focused.