SSE Performance Steering Head

Your Mission

Wise is scaling at an incredible pace moving over 9 billion a month for 15 million customers. To keep our mission of money without borders sustainable we must ensure our global operations are not just growing but evolving.

As the Global Head of Performance Steering your mission is to lead a high-impact team of Performance Steering Leads (PSLs) across three continents. You will architect the data-driven frameworks that allow Wise to maximize capacity reduce operational variance and bridge the gap between technical product capabilities and manual operational effort. You are the guardian of operational efficiency ensuring that as we scale our performance remains predictable high-quality and cost-effective.

The Role

You will lead a global team of  Performance Steering Leads based in India Estonia and the US. Your role is to elevate the Performance Steering function from individual metric monitoring to a cohesive global strategy. You will be responsible for the collective output of your leads ensuring they effectively govern KPI targets and drive remediation across Customer Support KYC FinCrime and Payment Operations.

Key Responsibilities

• Leadership & Strategy: Manage and mentor a global team of PSLs setting the long-term vision for metric governance and efficiency reviews.

• Global KPI Governance: Oversee the setting of aggressive yet achievable targets for core metrics (AHT Occupancy Adherence CpH SLA) across all global service teams and vendor partners.

• Advanced Statistical Oversight: Ensure the team effectively utilizes methodologies like Variance Significance Factor (VSF) and standard deviation analysis to eliminate operational performance gaps.

• Strategic Remediation: Act as the final point of escalation for complex Root Cause Analyses (RCAs). You will ensure that performance triggers lead to immediate measurable action plans rather than just passive reporting.

• Product-Ops Integration: Partner with Product and Engineering leads to translate operational performance data into product requirements. You will identify where manual bottlenecks (Operational Debt) can be solved through automation.

• Vendor Governance: Work with Vendor Management to implement global scorecards and frameworks that ensure our external partners meet the same high-efficiency standards as our internal teams.

Qualifications :

A bit about you

You are a builder who thrives in non-corporate fast-moving environments. You have a deep understanding of how large-scale operations function and a passion for using data to solve human and process-driven problems.

Must-Haves

• Proven Leadership: 7 years of experience in high-growth operations with a track record of leading teams of leads or senior individual contributors.

• Analytical Power: Expert-level proficiency in SQL and data visualization. You must be comfortable interpreting complex statistical control metrics to assess process stability.

• WFM Mastery: A deep under the hood understanding of Workforce Management (WFM) and efficiency metrics.

• Storytelling with Data: Ability to take complex operational data and turn it into a compelling narrative for senior stakeholders influencing roadmaps without direct authority.

• The Wise Mindset: You are entrepreneurial hands-on and ready to challenge conventional approaches or risk-averse mentalities.

Nice-to-Haves

• Experience with Python or advanced automation tools (e.g. Twilio).

• A background in FinCrime or KYC operations within a high-growth FinTech environment.

• Experience managing dotted line relationships across global sites.

Additional Information :

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