Senior Lead of Continuous Improvement - Customer Support

The aim of the Senior CI Lead Customer Support role is to spearhead continuous improvement initiatives within Wise particularly focusing on the CS squad to drive process excellence and support the achievement of strategic objectives. 

As a Senior CI Lead you will work closely with the CS squad identifying areas for improvement in workflows and processes driving impactful changes and ensuring alignment with squad strategies. Moreover you will be responsible for building and nurturing the CI team within CS fostering a culture of continuous improvement and excellence. Additionally you will establish and oversee a robust project management framework and practices to effectively manage improvement initiatives and drive organisational success.

Responsibilities:

• Drive strategic discussions and contribute to the development of the CI strategy.
• Lead a multidisciplinary team consisting of Process Analysts and Project Managers ensuring cohesive collaboration and effective of improvement initiatives.
• Translate the Squads strategy into projects or initiatives within the assigned domain focusing on driving impactful improvements.
• Foster strong crossfunctional collaboration with Operations leads Product Managers and other Servicing functions (e.g.: Quality Knowledge management Workforce Management Complaints etc) to ensure alignment and synergy in improvement efforts.
• Monitor CI operations performance within the relevant domain and take corrective actions as necessary.
• Champion knowledge sharing within the team and mentor team members in process mapping project management and improvement initiatives.
• Develop and implement frameworks and governance models to surface product or process defects reporting gaps and opportunities to relevant teams.
• Influence product roadmaps to ensure consideration and action on improvement opportunities.
• Provide guidance methodologies and define career development paths for the CI team.
• Organise and drive regular reviews of CI activities and results ensuring continuous improvement and alignment with organisational goals.
• Work with the ops leadership team to optimise the organisational structure to support CI efforts within the assigned scope.
• Implement performance management practices to ensure the CI teams effectiveness and alignment with organisational objectives.

Qualifications :

• Seasoned leader with a minimum of 5 years in a leadership role.
• Has run major transformation or process improvement projects.
• Is comfortable managing senior stakeholders both in Operations and Product (Director and VP level). 
• Has extensive experience with project management and process improvement methodologies ideally in Operations environment. 
• Selfstarter with a proven track record of individual ownership problemsolving and project .
• Passionate about customer experience technology leading people and building teams with a genuine drive to make a difference.
• Datadriven mindset with the ability to set targets drive analysis and define KPIs.
• Forwardthinking individual who can draft and monitor the performance of the continuous improvement framework contributing to operational strategy planning and process excellence.
• Teambuilder with handson leadership style dedicated to developing and empowering teams improving procedures and processes and building strong relationships with stakeholders.
• Exceptional communicator with excellent verbal and written English skills capable of effectively communicating across different cultures and time zones.
• Flexible and adaptable to a fastpaced ambiguous environment with the ability to handle varied work schedules and occasional travel.
• Reliable and accountable with the ability to manage crossteam projects effectively and multitask in challenging situations.
• Customerfocused individual who prioritises the customers best interest and cultivates this mindset within their teams.

Additional Information :

Nice to have:

• Fintech or scaleup background
• Project management Certifications PMP PMI or similar
• Lean Six Sigma ideally black belt

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 Wise.Jobs.

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Remote Work :

No

Employment Type :

Fulltime