Complaints & Ombudsman Team Lead

As a Complaints & Ombudsman Team Lead you will play a critical role in ensuring our customers concerns are addressed efficiently and effectively. You will manage alongside another Team Lead the local team of Complaints Officers providing guidance coaching and support to ensure exceptional service delivery reporting to the Senior Complaints Ombudsman Manager.

This role will focus on complaints management strategy regulatory compliance and customer experience enhancement while identifying trends and driving continuous improvement.

Additionally you will work cross-functionally to influence product and process enhancements safeguarding Wises reputation and operational excellence.

Key Responsibilities:

• Lead mentor and develop a local team of Complaints Officers with regular check-ins and one-on-one sessions.

• Oversee training and ensure team knowledge is up-to-date with regulatory requirements.

• Manage local team capacity plan for growth and oversee absence management.

• Drive team engagement through team-building initiatives.

• Deliver and monitor departmental KPIs setting clear expectations and providing regular performance feedback.

• Be a resource for team members ensuring a strong understanding of jurisdictional targets and KPIs.

• Implement talent mapping and address performance gaps using company policies.

• Align team objectives with Wises broader goals and act as a key in cross-functional projects.

• Serve as a subject matter expert on complaints management guiding regulatory compliance.

• Proactively identify risks trends and potential issues developing and align strategies to mitigate them.

• Drive operational improvements to enhance team performance and customer experience.

• Recommend and implement solutions to reduce complaint resolution times.

• Use data and analytics to drive process improvements and communicate changes effectively.

• Lead initiatives to optimise workflows and improve team efficiency.

• Develop and execute strategies to enhance customer experience through effective complaints resolution.

• Champion a customer-first approach integrating customer feedback into service and product enhancements.

• Act as an advocate for customers ensuring their needs are represented in decision-making.

• Stay updated on industry trends and best practices in complaints management.

• Maintain a hands-on approach to escalated complaints to ensure product knowledge.

• Pursue professional growth opportunities relevant to customer advocacy.

Qualifications :

Must have:

• Advanced level in written and verbal English communication;

• Proven experience in Leadership and team management (at least 12 months) with a strong background in Fintech/Banking and complaints;

• Demonstrated ability to coach and lead team members to achieve high performance;

• Analytical and strategic thinker with strong problem-solving skills;

• Effective stakeholder management and communication skills;

• Ability to manage change and work in a dynamic local environment;

• Collaborative approach with a focus on balancing team and business needs;

• This is a hybrid position located in Sao Paulo Brazil and not fully remote. You must be able to commute to the office or open to relocation;

• Youre eligible to work in Brazil we cannot sponsor Visas for this role.

Nice to have:

• Ouvidoria certificate.

Additional Information :

 RSUs in a rapidly growing company
 An annual self-development budget
 Health and dental allowance for you and your dependents - CarePlus (Master1)
 Company-paid: Life Insurance and an EAP program
 Paid time off: 30 days vacation 3 Me days 1 volunteer day annually
 A paid 6-week sabbatical leave after four years
8-weeks of paid parental leave after a year with us and child care assistance
Transportation vouchers
Meal (708 BRL per month) and food (1166 BRL per month) vouchers
 TotalPass access to 3500 gyms and studios throughout Brazil

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

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Remote Work :

No

Employment Type :

Full-time