Head of Workforce Management

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 life 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

We’re looking for a Head of Workforce Management to help our teams build an effort free servicing experience with close to instant response times while scaling our costs so we can continue to drive prices towards zero. Your will lead our ~ 50 member Workforce Management operations teams spread across 4 locations globally. You’ll report directly to the Head of Servicing Scaling. This role is based in Europe, we’re looking for a person to join us either in London, Budapest or Tallinn.

Here’s how you’ll be contributing to the team:

• You’ll be a key part in moving key metrics such as reach and resolution time, labour cost, forecast accuracy, employee engagement and will be a key player in ensuring the path to our mission is never restricted by servicing capacity.
• You’ll ensure that all new and existing Servicing queues have tight Workforce management processes applied to them, including intraday, forecast based scheduling, capacity management and incident management. 
• You’ll work with our program managers for intraday, demand management and capacity management to build world class scalable and automated workforce management processes.
• You’ll ensure that we’re building a highly skilled and motivated team of workforce management specialists with continuous growth and development baked into their Wiser journey.
• You’ll work with senior leadership across our servicing tribe to ensure that we have enough people in the right places doing the right things to serve our customers. 

This role will give you an opportunity to: 

• Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission.
• Build and lead our global WFM team - you have the opportunity to strengthen, grow and coach the team across our locations.
• Be a global WFM leader - as a part of our Servicing Scale leadership team you’ll be helping us evolve how we run Servicing, how we develop our people and how we scale globally.
• Be at the forefront of tech and processes globally, have access to some of the smartest people in the world and the chance to solve difficult problems.

Qualifications

• You're placed in London and have a right to work in the United Kingdom. We don't support visas nor relocation for this role.
• You’re experienced. You have at least 5-10 years of experience as a people lead and at least 5-years of experience working in a Workforce Management team.
• You have a strong understanding of the WFM life cycle including forecasting, capacity planning, scheduling and real time management. You feel like a pro in every area.
• You’re passionate about leading people, building teams, and making a difference for people in your work.
• You’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones.
• You’re strategic. You think strategically and translate strategy into operational plans and business results.
• You’re tactical and data driven. You analyse and identify trends and blockers and take appropriate action. You have exceptional analytical skills and you’re comfortable working with large amounts of data. You’re good at presenting findings and have experience in establishing and tracking metrics.
• You’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL and Python skills are a plus.
• You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation and you place customers first. You make no compromise on this.
• You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances.
• You understand operations. You have experience of working with operational teams (ideally CS or any other operations team in a financial company), and how to work with people and processes as well as products.

Additional Information

If you're interested in the position, please apply by submitting your CV in English. 

Hiring process

• Application review 

• 30 minute Recruiter screening call

• First 60 minute Zoom interview

• Second 60 minute Zoom interview

• Final 60 minute Zoom interview

What do we offer: 

• Salary: 100,000-130,000GBP

• Company Restricted Stock Units

• Numerous great benefits in our London office 

Key benefits:

• Flexible working - whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible

• Paid annual holiday, sick days, parental leave and other leave opportunities

• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

#LI-LT1

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.