Customer Support Senior Manager

A Customer Support Senior Manager in collaboration with Wise Support Functions implements policies and procedures that continuously improve the utilization quality and cost efficiency of the assigned group of CS teams. 

Manages resource allocation decision-making and planning for a given group of Customer Support Senior Team Leads. Aligns group of CS teams operations activities and initiatives to support and enhances the objectives of the wider CS Organization

Ensures adherence to Regional Global CS and Wise operational standards. Creates operational strategies and specific objectives for the sub-functions and runs local budgets/policies/procedures to support the operational infrastructure. Approves and participates in developing Wise culture process and performance improvements for the assigned teams.

Planning

• Assists in planning sessions and cascades the initiatives and targets from to the assigned group of teams.

• Sets OKRs for the assigned group of teams and establishes control mechanisms to track success.

Operations

• Lead and develop a team of senior operational leaders to enhance performance by setting clear accountable performance measures.

• Use Customer Insight and Root Cause Analytics to identify potential improvements in a defined area specified by Head of Consumer CS.

• Define negotiate and agree the effective utilization of resources in line with service specifications working with or being responsible for resource with planning analyst and reporting team to plan the required resource in conjunction with business objectives and service level agreements.

People management

• Ensures the immediate report group (CS Senior Team leads) and an assigned group of CS team as a whole are equipped with all the necessary tools trainings and support to perform their daily people management and operational task.

• Provides effective feedback via regular 1-1s biyearly GrowWise; propose compensation changes for Senior Leads approves compensation changes for the assigned group of teams.

Capacity management

• Collaborates with CS Operations leadership to understand the organizations goals and strategy related to staffing recruiting and retention.

• Monitors and ensures the organizations compliance with local employment laws and regulations and recommended best practices; reviews and modifies policies and practices to maintain compliance.

Qualifications :

• You have experience managing managers and indirect reports in various different timezones/countries. Working with BPOs and outsourced teams is a plus

• You are fluent in both English (verbal and written)

• Youre tactical and data driven. You analyze and identify trends and blockers and take appropriate action. You have exceptional analytical skills and youre comfortable working with large amounts of data. Youre good at presenting findings and have experience in establishing and tracking metrics

• Youre passionate about leading people building teams and making a difference for people in your work

• Youve worked internationally cross-team or cross-geo before so youll quickly pick up on how best to communicate effectively across different cultures and time zones

• Youre strategic. You think strategically and translate strategy into operational plans and business results

• You welcome an open feedback culture happy both giving and receiving feedback to or from anyone in the organization

• You understand operations. You have experience of working with operational teams (ideally in Fintech) and how to work with people and processes as well as products

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