Performance Steering Lead

Our Mission
At Wise were building money without borders. To deliver on our promise of instant transparent and eventually free service our Operations must run with world-class efficiency and precision. We empower our autonomous teams with the best data and processes to manage their performance ensuring every second saved is value delivered to our customers.

You will be the architect and driver of our proactive data-driven performance steering framework. This role is responsible for implementing maintaining and continuously improving the methodology designed to move us from reactive reporting to continuous real-time performance management.

You will focus on establishing Metric Governance KPI Target Setting and conducting On-Demand Efficiency Performance Reviews to maximize capacity and drive significant operational gains across our global service teams.

Key Responsibilities
The Performance Steering Lead will be accountable for implementing and driving our highly structured data-driven operational performance model.

1. Performance Framework & Governance

• KPI Governance & Targets: Lead cross-functional reviews with Operations Workforce Management (WFM) and Analytics to set and govern targets for core efficiency and service metrics (AHT Occupancy Adherence CpH SLA) ensuring alignment with strategic capacity plans.
• Dashboard Ownership: Own the primary operational performance dashboards ensuring accurate weekly monitoring historical trend assessments and the generation of automated data-based performance alerts.
• Performance Consistency & Variability Reduction: Implement and enforce advanced statistical methodologies (for example Variance Significance Factor (VSF)) or standard deviation analysis to continuously measure and monitor performance consistency across all agents and teams. The primary objective is to reduce operational variance thereby increasing the predictability and quality of service delivery.

2. Steering & Remediation

• Trigger-Based Intervention: Execute a structured Performance Steering workflow for any metric deviation ensuring the transition from identifying a performance gap to initiating a formal action plan is immediate and swift. This involves moving beyond simple reporting to proactively driving the resolution of operational issues based on real-time data triggers.
• Root Cause Analysis (RCA): Lead complex cross-functional RCAs to diagnose underperformance and develop formal measurable Action Plans (e.g. process changes specialized training or incident triggers).
• Ad-Hoc Reviews & Remediation: Conduct specific deep-dive efficiency reviews and actively drive the resolution and sustained monitoring of high-priority operational remediations across global queues and vendor partners.

3. Continuous Improvement & Empowerment

• BAU Empowerment: Train Operations Leads to effectively utilize performance reports for data-led 1:1 Performance Discussions fostering a culture of ownership and data-driven development among team leaders.
• Best Practice Scaling: Manage the Feedback Loop process in collaboration with Knowledge Management (KM) and Knowledge Delivery (KD) ensuring top performer practices are successfully validated trained and scaled to drive measurable efficiency gains.

Qualifications :

• Experience: 5 years in a high-growth operations performance or analytics role ideally within a tech FinTech or highly scaled service center environment.
• WFM/KPI Deep Dive: Expert-level understanding and practical application of WFM and efficiency metrics: AHT Occupancy Adherence CpH and SLA.
• Advanced Analytics: Highly proficient in data analysis using SQL and visualization tools. Must have practical experience interpreting and applying statistical control metrics like VSF and Standard Deviation to assess process stability.
• Process & Methodology: Demonstrated ability to build implement and govern structured processes (e.g. RCA target setting remediation monitoring) with a strong focus on documentation and continuous iteration.
• Ownership: A proactive action-oriented mindset dedicated to moving metrics and achieving the strategic goal of improving team-wide efficiency and maximizing capacity gain.

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