Business Operations Manager - APAC
Business Operations Manager - APAC
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hardearned money with the worlds first platform to offer true multicurrency banking. Your mission is to transform how we deliver our customer support experience to build a globally scalable and costeffective model for our future.
The role is a unique opportunity to join one of the fastest growing companies in APAC. With over 15 million happy customers were already moving more than 9 billion a month and have more than 2500 people in our operations functions across the US Estonia Hungary and Singapore and 800 in Product and engineering. We serve a wide range of customers from personal users freelancers small businesses to enterprise businesses and banks.
This is a oneofakind role where you are both a servicing site lead and a business operations manager. You will be one of the first members of the newly setup function that creates a bridge between Operations teams and other functions (including product engineering banking compliance people team) . This new function sits in our servicing organisation and will be responsible for running scalable and effective strategic operations projects driving outcomes with both product and operations organisations. Youll be working closely with partners at Operations teams across Customer Support KYC FinCrime and Payment Operations. Youll be driving automation process improvements and outsourcing projects.
Here is what you will do:
Look into potential Operations issues that could challenge our growth such as when transfers are delayed for too long or users are denied service when they should have not
Analyze those issues draw actionable insights design process or product improvement plans and implement these plans collaborating with stakeholders cross functionally across multiple workstreams
Clearly define success and evaluate progress with both qualitative and quantitative methods
Help run Monthly Business Reviews to provide oversight in business performance metrics conduct deep dives in certain areas and drive strategic initiatives based on the findings
Work closely with servicing teams providing feedback from the customer point of view challenging them when they are too risk averse
You will do the opposite with Product teams challenge them when they dont consider risk well enough and encourage them to consider the operational impact of their actions
Run side by sides sessions with Ops agents and go through cases and customer contacts to find insights and build solutions accordingly
Manage incidents when they happen from setting up processes to conducting post mortems
Provide oversight into our APAC sites being a thought partner to our servicing leaders helping unlock growth and continuous improvement opportunities
This role will give you the opportunity to
Choose your path to impact we believe people are most empowered when they can act autonomously. So rather than telling you what to do youll work with your team to create a vision of your own. Of course you can always gather feedback from smart curious people across Wise but youll have the freedom to make your own calls
Grow as a leader Grow and inspire team members to join our mission
Get amazing exposure to the full breadth and depth of our product from customer service FinCrime regional expansion and new product launches
Be part of our mission to without borders the new normal
Qualifications :
A bit about you:
You have several years of experience in a broad role at an innovative Fintech Big Tech or Bank driving large projects to completion
You have deep understanding of the APAC markets and its diverse customer base
Youre passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions.
Youre entrepreneurial and handson You have delivered high impact product solutions before in datadriven environments using a mix of product and process solutions and have seen them through to production.
You are fluent with data can use spreadsheets and analytics dashboards for insights preferably you know SQL and Python.
You can go through loads of qualitative data point: customer contacts operational cases and sidebysides sessions
You understand the economics concepts like demandcapacity ROI impactfeasibility assessment etc
You understand technology and how to build products well enough to be able to help the team know when to invest in tech debt reduction bugs or new features.
Have a clear playbook for prioritising work helping the team understand impact and making an inspiring roadmap for everyone to follow.
You approach problem solving in a methodical way allowing the team to gain clarity over root cause issues and making it easier to correctly assess risk and migration strategies for it.
You can influence people without authority
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 Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
