Senior Operations Analytics Manager
Senior Operations Analytics Manager
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Job Description
Were looking for a Senior Analytics Manager to lead our growing Complaints & Quality Analytics function. This team will be crucial in helping us deeply understand what drives customer complaints and how we can significantly elevate our service quality across the board. This is a chance to have a massive impact from day one transforming how we leverage data to improve customer experience and operational efficiency. Youll need to roll up your sleeves and get stuck into the data yourself alongside guiding the strategic direction.
This will be a high-impact role with exposure to our Operations leadership teams as well as leads across Product Engineering and Compliance. Youll work collaboratively to craft strategies and analytical executions for new initiatives from identifying opportunities to reduce customer pain points right through to measuring the outcome of improvements. Youll get a unique opportunity to work with rich datasets covering millions of customer interactions uncover crucial insights and build tools that help our teams optimise customer relationships and service delivery.
This is an AL2 role. For more information on our Analytics Career Map and levelling structure click here.
Heres how youll be contributing:
You will own the Complaints & Quality Analytics workstream.
There are three main areas of responsibility within this role:
Analytics Ownership
Insights & Strategy Definition: Own the analytical narrative for Why Customers Complain and How We Ensure Quality. Youll partner with leadership in relevant departments to define the strategic direction for complaint reduction and quality improvement based on your deep analysis of product and customer data delivering key findings and actionable recommendations to leadership. Youll dive deep into complex datasets to unearth crucial details.
Strategic Prevention & Improvement: Identify and implement opportunities to prevent complaints and enhance quality. Your role for quality will be strategic; youll work closely with the Head of Quality to align on frameworks to support vertical teams measure the outcomes of their day-to-day quality initiatives. Youll also pinpoint and help implement solutions to unblock and accelerate progress on key initiatives.
Operational Optimisation & Enablement: Work with Operations leads to discover and execute initiatives that reduce complaints optimise resolution processes and enhance operational efficiency (e.g. agent coverage forecasting workflow automation). This includes building automated data pipelines and Business Intelligence (BI) tools to minimise repetitive tasks and enable data self-serve. For complaints youll also ensure that data required for regulatory reporting is accurate and readily available supporting compliance and internal decision-making.
KPI Definition & Communication: Define and track key performance indicators (KPIs) for complaints and quality. Communicate progress effectively from concise written updates (e.g. in Slack) to comprehensive presentations for wider company planning sessions.
Leadership
Build Analytics Capability: Support and develop the Complaints & Quality Analytics function with direct management responsibility for a small team.
Coach & Mentor: Develop direct reports through mentorship coaching and structured development planning fostering high performance and a culture of continuous learning.
Influence Analytics Strategy: Contribute to the overall analytics strategy at Wise ensuring complaints and quality insights are discoverable leveraged and integrated across the business.
Partnership
Collaborate & Influence: Work closely with Operations leadership (and other relevant senior leaders) to understand performance drivers facilitate reviews and influence strategy. Youll lead and coordinate cross-team projects with analysts and other functions (e.g. Product Operations Customer Support FinCrime/KYC) to achieve our complaints and quality objectives.
Cross-Functional Engagement: Partner with other analytics teams (e.g. Product Regional) to understand how broader factors influence customer behaviour and contribute to complaints. Collaborate directly with Product Engineering Legal and Compliance to embed insights and drive preventative measures.
Champion Complaints & Quality: Represent how effective complaints handling and high-quality service contribute to Wises wider performance and trust leveraging analytical insights from other teams to strengthen this perspective.
Qualifications :
What youll bring:
Technical Skills: 7 years experience in analytical roles with strong data analysis skills (SQL & Python). Experience delivering high quality data and self-serve analytics using tools like Airflow dbt and Looker.
Team Management: 2 years experience developing and leading analysts. Performing detailed performance reviews providing constructive feedback to identify and nurture strengths and address development areas
Ownership: Previous experience developing & implementing strategy. You enjoy working independently in a fast-paced environment: Identifying impactful opportunities and making them happen triage requests by impact and you know when and how to adapt analysis scope to achieve 80/20 results.
Influence: Strong stakeholder management skills - you are collaborative you know how to influence and when to say yes or no to maximise impact. You have a bias to action - you identify what needs to be done and make it happen.
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 .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
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 .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
