Head of Quality (Services)
New Yesterday
As part of our team, you will be helping us create an entirely new network for the world's money.
WERE A GLOBAL TECH COMPANY WITH A BIG MISSION AND A STARTUP HEART.
Wise plc launched in 2011 under its original name TransferWise. We are one of the worlds fastest growing, profitable technology companies and the largest tech company by market capitalisation to ever list in London.
Our Quality team helps diagnose the gaps in our servicing that harm customer outcomes or drive compliance risk while driving actionable corrective actions to our operations and supporting teams, product and compliance.
The Head of Quality is a leader of a 250+ person team that supports our Customer Support, Know Your Customer, Fincrime and Payment Operations teams.
The Quality team is responsible for running Quality Assessment, which drives Root Cause Analysis for all servicing teams and the lead of this team is someone that is obsessed with challenging the balance between compliance and requirements and customer experience to ensure that we drive the best possible customer experience while remaining fully compliant and safe for our customers.
This person is capable of going deep into how we design sample buckets, standing up in front of our regulators explaining how we keep track of the quality of our servicing or going deep with product teams to help them to understand how we fix faulty processes or products that are harming our customers or driving risk.
Reports directly to the Head of Servicing Scale and leads teams in locations such as Austin, Sao Paulo, Tallinn, Budapest, Singapore, Kuala Lumpur, Tokyo.
Were looking for a Head of Quality to join us and do things differently.
Drives Decision Accuracy for servicing
Owns the accuracy, granularity and margin of error at which we assess Decision Accuracy and Critical Error Free Rate manual and automated processes in servicing. This measures the accuracy at which servicing processes deliver good customer outcomes. Also, helps to define what an accurate decision looks like for all our servicing processes with calibration from second line and product teams. Compliance and Customer experience expert
Can confidently navigate the complexities of Financial Crime, Fraud & KYC and work closely with our product and compliance teams in ensuring the optimal controls, processes, and customer outcomes are achieved. Is able to clearly articulate risks and compliance to our internal and external stakeholders and use this to ensure that we are clearly defining the outcomes we want to achieve (accurate decision making) and meeting these. Leader of leads that is able to build a team of 250+ professionals and develop competency maps and frameworks to help the professional growth of the team.
Responsible for building and running the teams that take care of Quality operations and the supporting program (project management, tooling and governance).
Ability to prioritise the areas that need the most help, and go hands-on to support them day to day, going as deep as needed.
Owns the financial budgeting, forecasting and scaling objectives of the direct team
Builds up the team structure and establishes strategies on hiring, onboarding, performance management, competency and compensation maps, etc.
Holds existing operational and product teams accountable to be able to balance and represent the needs of all first line teams including risk, growth, capacity, and customer experience.
Excellent verbal & written English. In depth understanding of quality management principles and methodologies.
Experience developing and implementing quality management programs, including quality control and quality assurance processes and some subject-matter expertise in financial crime, KYC and fraud.
Ability to travel as needed.
Able to use data to analyse, forecast and hold teams to account via their metrics.
Project management skills and capability to handle multiple projects at one time.
Experience with project management tools and familiarity with business analytics tools like JIRA, Confluence, or Looker.
Able to understand on a high level how software is built.
DELIVER - Make sure the team is data-driven to make the most impact for our customers.
We're people building money without borders without judgement or prejudice, too. 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.
- Location:
- London
- Job Type:
- FullTime