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 DescriptionThe WFM Team Lead – Scheduling & Intraday leads the end-to-end tactical execution layer of Workforce Management, integrating schedule optimisation, weekly workforce steering, real-time operational control, and incident response under a single, cohesive leadership structure.
This role ensures that approved capacity strategies are translated into structurally sound, compliant schedules (0–30 day horizon), proactively adjusted through weekly tactical steering, and actively protected through disciplined intraday performance management.
Beyond operational oversight, the role operates as the Workforce Command Center lead — providing governance, decision control, and service protection during both stable and volatile operating conditions. It ensures workforce decisions are data-informed, risk-quantified, and aligned to service, productivity, and cost objectives.
As part of the WFM Centre of Excellence (CoE), the role is accountable for embedding standardised workforce governance, decision frameworks, incident protocols, and execution discipline across Scheduling and Intraday functions. It drives the transition from reactive workforce administration to structured, analytics-driven workforce control at scale.
This position closes the loop between Forecast → Capacity → Schedule → Intraday → Continuous Improvement, ensuring execution learnings systematically improve tactical and structural planning quality.
Key Responsibilities
A. Team Leadership & Capability Development
Lead and develop Scheduling and Intraday WFM Specialists.
Define clear accountability boundaries across tactical and real-time scopes.
Elevate analytical maturity beyond administrative execution.
Coach team members in Scenario modelling, Workforce risk quantification, Structured incident response
Build succession strength and capability depth.
Foster a culture of data-driven decision-making and ownership.
B. Tactical Planning & Schedule Governance (0–30 Day Horizon)
Own end-to-end schedule publication governance.
Ensure schedules reflect approved capacity plans, are interval-accurate and structurally optimised, comply with labour and contractual obligations
- Oversee scenario testing and trade-off validation prior to release.
Balance service protection with cost efficiency and schedule stability.
Approve short-term workforce interventions (OT, VTO, temporary uplift).
Identify systemic schedule weaknesses before operational impact.
C. Weekly Workforce Steering
Lead weekly tactical workforce performance reviews.
Identify structural and emerging risks across 1–3 week horizon.
Drive proactive adjustments to reduce intraday volatility.
Align closely with Forecasting and Capacity Planning on emerging shifts.
Ensure continuous feedback loop from execution into planning assumptions.
D. Intraday Performance & Operational Control
Oversee real-time service level, occupancy, and productivity monitoring.
Ensure structured and rapid deviation diagnosis.
Guide stabilisation interventions to prevent performance oscillation.
Maintain disciplined escalation protocols with Operations leadership.
Safeguard service performance during peak volatility.
E. Incident Management & Command Center Leadership
Act as the Workforce Command Center lead during operational disruption.
Own structured workforce response to demand surges, high absenteeism events, system/tool outages, service-level degradation
Quantify operational risk exposure and recovery timelines.
Coordinate cross-functional workforce interventions.
Ensure incidents are managed through defined protocols, not reactive decisions.
Lead post-incident reviews and embed systemic improvements.
F. WFM CoE Governance & Standardisation
Enforce WFM execution standards across Scheduling and Intraday.
Drive adoption of workforce governance frameworks, incident playbooks, tactical review cadences, decision documentation standards
Reduce dependency on ad hoc, spreadsheet-driven processes.
Strengthen system-based optimisation and automation.
Ensure auditability, reproducibility, and structural integrity of workforce decisions.
Contribute to maturity uplift of the WFM operating model.
G. Continuous Improvement & Execution Excellence
Identify recurring volatility drivers.
Improve shrinkage modelling and break optimisation logic.
Increase automation and reporting maturity.
Reduce emergency interventions and reactive staffing.
Improve alignment between planning accuracy and operational execution.
You are passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes. You have experience working across global teams, across different functions and you understand how to communicate cross-culturally. You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances. You’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL and Python skills are a plus.
Experience as a people lead: At least 3 years of experience leading teams and 2 years in a Workforce Management role.
Independent problem solver: Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations.
Self-starter: Proven track record of taking ownership and creatively solving problems, while improving efficiency.
Strong understanding of WFM: Knowledgeable in forecasting and different forecasting models, capacity planning, scheduling, and real-time management.
Strong relationships with stakeholders: Ability to connect and maintain relationships with various internal teams.
Strategic and data-driven: Ability to think strategically, translate strategy into operational plans, and analyse and interpret data.
Process Expert: Lean Six Sigma experience to green-belt level, understanding how to formally document processes, automate, improve efficiency, and reduce waste and cycle times across WFM practices
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
- At least 3 years experience leading teams
- At least 2 years experience in a Workforce Management role
- Advanced Excel / Spreadsheets skills
- Experience with BI tools (e.g., Looker)
- Knowledge of forecasting models, capacity planning, scheduling, and intraday management
- Lean Six Sigma experience to green-belt level
- Scenario modelling and workforce risk quantification skills
- Incident management and command center leadership experience
- Strong stakeholder relationship and cross-cultural communication skills
- SQL skills
- Python skills
What the Team is Saying
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Wise Compensation & Benefits Highlights
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Leave & Time Off Breadth — Global paid time off is presented as 33–36 days including local public holidays, plus three “Me Days,” with a paid six‑week sabbatical and stipend after four years. Work-from-anywhere for up to 90 days per year after six months further complements time away and flexibility.
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Equity Value & Accessibility — RSUs are granted to all employees, enabling broad ownership in the company. Equity is positioned as a standard, company‑wide component of total rewards.
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Parental & Family Support — Parental leave is described as generous across markets, with U.S. pages listing up to 18 weeks fully paid for birthing parents and 8 weeks for non‑birthing parents. Additional family‑oriented supports such as onsite Mother’s Rooms and abortion travel benefits are noted in certain locations.
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.
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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.
