Payment Operations Recovery Team Lead

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.

We're looking for a Recovery Team Lead for the Payment Operations team to join us in the Tallinn office.

Recovery is a team dedicated to prevention and mitigation of risks derived from chargebacks and other types of payment processing errors. Our mission is to minimise the impact of materialised loss on our customers and products. We have an awesome team of 26 people, who work closely together with risk & controls, operational and product teams to get things done. As a lead in the Recovery team, you get to empower your own team of people, drive large-scale initiatives that have a long-lasting impact on loss prevention and on reduction of cost for our customers.

Here’s how you’ll be contributing to Recovery Team:

• Liaise with the relevant departments to ensure that Recovery team’s objectives are being met and risk areas are taken into account with different projects and products
• Plan and build vision for the Recovery domain
• Develop and maintain effective operations processes, task allocation, training and performance management to deliver high-quality, high-speed customer service at all times with a tightly managed cost base.
• Increase the efficiency of the operations team while balancing the health and productivity of your specialists.
• Ensure the team’s readiness to handle unexpected situations.
• Ensure that Recovery team’s responsibilities, quality, procedures and other service level agreements are upheld
• Develop and maintain loss prevention & recovery procedures and operational effectiveness measurement metrics (SLAs, KPIs)
• Support the continuous growth of individuals and your team
• Contribute to hiring of new team members
• Identify and implement improvements to processes to address problematic areas
• Build up new expertise and functions to increase impact on team targets.

• You’re placed in Tallinn and have a right to work here (we won’t be able to support relocation, visa support nor remote work for this role)
• You have interest in working in loss prevention and recovery domain
• You have experience in a leadership position for at least 1 year, with a track record of demonstrating strong leadership skills and building high-functioning teams.
• You understand how to set clear OKRs and set KPIs for your team. You have a proven track record of moving metrics and driving your team to reach set goals.
• You have a strong analytical mindset and you’re able to identify opportunities that have the most value-add to customers and your team. You build a narrative from data to influence decisions.
• You’re a self-starter who is independent and able to navigate and thrive in a fast-paced, autonomous environment. You drive to make things happen instead of wondering why things happened
• You have a strong aptitude to learning new skills, proactive approach to problem solving and taking initiative
• You have a passion for risk management and a willingness to stand up for the customer within the organization
• You have a proven track record of taking individual ownership and responsibility, as well as being a great team-player
• You’re a strong communicator with both internal and external stakeholders. You can adapt your communication style to different audiences. You’re able to persuade others and you aren’t afraid to challenge something when you need to.
• You’re comfortable working within teams that face complex issues and take charge in difficult situations.
• You have experience and skills in project management
• You have ability to develop and drive operational excellence metrics within your domain, ensuring SLAs and KPIs are consistently met
• You are passionate about nurturing talent and developing your team’s potential.

Some extra skills that would be awesome:

• You have worked in a cross border team - know their challenges and how to overcome these
• You have a background in payments and have experience working with product and engineering teams
• You know how to use different project management and process improvement methodologies (e.g. Lean, Six Sigma)

Ready for your next challenge? Apply by submitting your CV and answering all application questions latest by 28th of November EOD.

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.

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