Head of Servicing Scale

Were looking for a Head of Servicing Scale to join us and do things differently.

As the Head of Servicing Scale you are responsible for the Central Nervous System of Wises servicing operations. You lead the unified global organization covering Workforce Management (WFM) Demand Management Performance Management and Capacity Planning & Product.

Your mission

Your mission is to transform operational planning from a manual process into an automated data-driven engine. You are accountable for ensuring that Wises infrastructure can support millions of additional customers without a linear increase in costs. Beyond systems you are the custodian of the technical bar ensuring that every member of the Servicing Scale organization possesses the high-level analytical and technical skills required to build the future of automated operations.

What youll do.

In this role your core responsibilities will include:  

Operational Planning & Technical Excellence

• System Integration: Connect demand forecasting staff scheduling and performance tracking into a single automated loop that responds instantly to changes in customer behavior.

• Raising the Technical Bar: Define and enforce high technical standards for the org. You ensure that team members move from data reporting to data engineering and sciencefostering a culture where technical growth is a core requirement

• Financial Ownership: Own the global cost center and headcount. You must manage a complex budget with less than 5% variance while hitting aggressive scaling targets.

Tooling & Automation

• Product Strategy: Lead the roadmap for internal WFM and Capacity tools. You decide where manual intervention ends and where automated AI-driven decision-making begins.

• Global Footprint: Oversee the outsourcing strategy ensuring external partners are integrated into our technical ecosystem and meet our high performance and data standards.

The experience background and competencies needed to succeed in this role.

• Leader of Leaders: Proven experience managing large-scale multi-layered global organizations (100-200 people).

• Systemic Thinking: A track record of designing operational frameworks that solve root-cause issues rather than surface-level symptoms.

• High Technical Standard: Ability to vet and develop technical talent in fields like data science capacity modeling and systems architecture.

• Masterful Communication & Accountability: You translate complex operational data into clear compelling narratives for executive leadership. You take radical ownership of the numbers; when a metric misses the mark you provide the why and a concrete plan to fix it before being asked.

• Stakeholder Management: You act as a strategic consultant to Product Finance and Regional Leads. You are expert at navigating conflicting priorities and convincing senior stakeholders to invest in long-term infrastructure over short-term fixes.

• Team Coaching & Culture: You are a leader of leads who prioritizes the growth of your management tier. You foster a No Drama culture where feedback is direct intentions are assumed to be good and the team is relentlessly focused on the Wise value of Customer > Team > Ego.

Future-Ready Skills

• AI & Automation Literacy: Ability to identify where LLMs and Machine Learning can replace manual forecasting and scheduling tasks. You stay ahead of industry trends to ensure Wise isnt just following but setting the standard for automated ops.

• Predictive Modeling: Moving beyond historical data to build what-if scenario models that allow Wise to prepare for market shifts or product launches months in advance.

• Agile Scalability: The mental flexibility to redesign an entire departments workflow as the company doubles in size ensuring the infrastructure never becomes a bottleneck.

Things that might describe you in this role:

• Youre passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions. 

• Youre a problem solver and dont get blocked by process or relying on others to make decisions. Youre a self-starter and organised.

• Youre an exceptional written & verbal communicator and can influence teams without relying on top-down decision making 

• Youre an entrepreneurial and hyper analytical You have delivered high impact solutions before in data-driven environments using a mix of product and process solutions and have seen them through to production.

• You are not afraid to lead teams when needed but also be an individual contributor. You know well enough when to be hands on versus when to set up structures for teams to eventually operate within. 

• You have extensive product operations experience or problem solving experience in where youve been in-between multiple teams having to align and connect efforts. Youre comfortable collaborating with operational teams understanding that theyre made up of people as well as processes and products. You thrive in a cross-functional work environment working alongside engineers analysts compliance and growth teams.

• 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.

• Youre data-driven   You are able to prioritise the value you can add to customers and get the entire company behind you telling a story with the data you have enquired.

• You can lead inspire people and build teams - you can hire awesome talent and also get the best out of people. You have led and grown multiple product managers before directly. You are able to get the team to dream big align on a commonly agreed vision and draw a clear path to get there.
   

Leading at Wise

Our 4D leadership framework defined by four key attributes captures what it means to be an impactful leader at Wise. Our unique culture gives teams and individuals the autonomy to make impactful decisions for our customers. Leaders empower their teams to deliver this impact and champion our culture.

• Design: Our leaders design the strategic direction empowering their teams to operate autonomously and make data-driven decisions that directly benefit our customers.

• Drive: They drive a high-performing culture by acting as a coach nurturing an environment of continuous development and growth.

• Develop: Leaders actively develop resilience and emotional intelligence to lead authentically and by example.

• Disrupt: They disrupt the status quo by championing change and innovation constantly seeking new ways to achieve our mission.

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