Business Operations Manager

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.
Job Description
More about
our mission
and
what we offer
.

Role & Job Purpose
Join our dynamic Wise Platform team as a Business Operations Manager, where you will play a crucial role in scaling our product for downstream operational teams and improve the experience for enterprise businesses and banks partnering with Wise. This position offers the unique opportunity to influence Wise's mission, enhance the operational and product roadmap, and establish partnerships that facilitate instant, borderless money for more people.

You will be one of the first members of the Wise Platform Business Operations team. Our focus is on creating a bridge between our Product-Engineering and Operations teams. Your role will heavily focus on scaling the operations for banks and financial institutions - some of our partners include Morgan Stanley, Unicredit, Monzo, Standard Chartered. You will be responsible for the experience that we provide our partners, ensuring that our operations scale in line with their growth; you will make sure that our alerting and triggers are set correctly, that our processes are scalable, that teams have enough capacity to keep up with the growth in Wise Platform, that SLAs are met consistently and much more. You are the Wise Platform representative for our operational teams and the operations representative for our Wise Platform squad, ensuring that we speak the same language and are aligned on our goals.

Here's What You'll Do

• Be the operational representative for Wise Platform, supporting our squad through challenges in launching or managing partners
• Look into potential operational blockers that could challenge our growth, such as when partners or their customers are hit with unnecessary alerts, when the communication is unclear or not scalable, when too many touchpoints are needed to resolve cases, when SLAs are not improving etc
• Work closely with operational teams, providing feedback from the partners' point of view, challenging them when they are too risk averse
• You will do the opposite with Product teams - challenge them when they don't consider risk well enough, and encourage them to consider the operational impact of their actions
• Help Wise serve its platform partners in the best way by setting up Operational teams SLAs, find ways to improve their processes, build demand-capacity plans and provide the Product teams with insights from the Ops teams
• Run side by sides sessions with Ops agents and go through cases to find insights, and build solutions accordingly
• Manage incidents when they happen - from setting up processes to conducting post mortems
• You'll be working closely with representatives within the Ops team, driving automation, process improvements and outsourcing projects
• You'll clearly define success and evaluate progress with both qualitative and quantitative methods

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 team members to join our mission
• Get amazing exposure to the full breadth and depth of our product for partners
• Be part of our mission to make money without borders the new normal

Qualifications
A bit about you:

• You're passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions
• You're entrepreneurial and hands-on – You have delivered high impact product solutions before in data-driven environments, using a mix of product and process solutions and have seen them through to production
• You have a deep understanding of operations, processes, procedures - ideally FinCrime operations experience
• 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 points: customer contacts, operational cases and side-by-sides sessions
• You understand the economics concepts like demand-capacity
• You understand technology and how to build products well enough to be able to help the team know when to invest in tech debt reduction, bugs or new features
• Have a clear playbook for prioritising work, helping the team understand impact and making an inspiring roadmap for everyone to follow
• You approach problem solving in a methodical way, allowing the team to gain clarity over root cause issues and making it easier to correctly assess risk and migration strategies for it
• You can influence people without authority

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.