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.
Job DescriptionWe’re looking for a Workforce Management Operations Partner Senior Lead to join our Operational team in our London office!
The WFM Operations Partner Senior Lead is accountable for the WFM–Operations partnering model, ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business.
This role owns the quality, consistency, and effectiveness of WFM partnership with Operations, ensuring that intraday, scheduling, and capacity principles are applied correctly, escalations are handled with discipline, and short-term decisions do not undermine medium- and long-term workforce plans.
The role does not execute tactical WFM activities or own forecasting, scheduling, or intraday delivery. Instead, it leads the Ops Partner function, sets standards, manages people, and acts as the senior WFM representative in complex operational trade-offs.
Your mission is to institutionalise WFM decision-making inside Operations, moving the organisation from reactive firefighting to predictable, data-driven execution at scale.
Your Mission
The WFM Operations Partner Senior Lead is accountable for the people, standards, and decision quality of the WFM Operations Partner function. This includes direct line management of Ops Partner Leads and dotted-line functional leadership over Intraday and Scheduling Specialists.
Act as the direct people manager for WFM Operations Partner Leads, with accountability for:
hiring, onboarding, and role clarity
performance management, GrowWise cycles, and calibration
ongoing coaching, feedback, and development.
Set and reinforce clear expectations for:
decision quality
stakeholder behaviour
adherence to WFM principles and frameworks.
Develop Ops Partner Leads from:
metric interpretation
structured decision support
confident, evidence-based challenge of Operations leadership.
Ensure consistent capability, judgement, and behavioural standards across the Ops Partner team through calibration and peer review.
Act as the senior WFM representative to Operations Heads and senior Ops leaders.
Own the quality and consistency of workforce decisions taken by Operations.
Serve as the final escalation point for workforce-related decisions that materially impact service, cost, or workforce sustainability.
- 6+ Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
- Financial Services Knowledge: Specific understanding of CS, KYC, FinCrime, or regulated operational environments.
- The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
- Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans
- Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.
- Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.
- Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.
- Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.
Nice to have:
- Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint) to understand outputs and constraints.
- Coaching & Mentorship: Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality.
- SQL or Data Viz Skills: Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.
- This role is part of the global WFM organization, reporting to the Functional Head of WFM.
- Team Goal: To protect the scalability of Wise. The team’s mission is to ensure that WFM insights are actually adopted and applied, ensuring we hit our SLAs efficiently as the company grows.
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.
Skills Required
- 6+ years of Workforce Management or Operations experience in high-volume, scaled environments such as contact centers or shared services
- Knowledge of financial services operations, including customer support, KYC, financial crime, or regulated environments
- Ability to translate WFM concepts such as Erlang, shrinkage, and occupancy into actionable business advice
- Ability to constructively challenge senior leaders when decisions undermine workforce plans
- Analytical reasoning skills, including interpreting trends and distinguishing leading from lagging indicators
- Stakeholder management experience partnering with Heads of Departments and senior Operations leaders
- Proactive approach to identifying and preventing workforce risks
- Change management experience driving adoption of playbooks or frameworks across operational units
- Functional familiarity with WFM software such as Calabrio, NICE, or Verint
- Experience coaching or mentoring others to improve decision-making quality
- SQL or data visualization skills, including use of tools such as Looker
Wise Compensation & Benefits Highlights
-
Equity Value & Accessibility — Equity is broadly accessible through RSUs granted to all employees in addition to salary, aligning rewards with company performance. This company‑wide ownership stance is consistently highlighted in the benefits descriptions.
-
Leave & Time Off Breadth — Paid time off is notably generous, with a global minimum of 33 days and 36 days listed for U.S. locations. After four years, a six‑week paid sabbatical plus a £1,000 stipend further strengthens time‑away benefits.
-
Wellbeing & Lifestyle Benefits — Lifestyle support includes work‑from‑anywhere for up to 90 days per year after six months, flexible working principles, and a 24/7 Employee Assistance Program. Extras like three annual “Me Days” and a professional‑development allowance add quality‑of‑life value.
Wise Insights
What We Do
Wise is a global technology company, building the best way to move and manage the world's money. With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies. In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
Gallery
Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
