Head of Workforce Management, Wise
£100-130k
More information about location
1-5 days a week in office
Money without borders
Open for applications
Money without borders
1001+ employees
Open for applications
£100-130k
More information about location
1-5 days a week in office
1001+ employees
Company mission
We’re on a mission. And it’s money without borders. Instant, convenient, transparent and — eventually — free.
Role
Who you are
- You're placed in London and have a right to work in the United Kingdom. We don't support visas nor relocation for this role
- You’re experienced. You have at least 5-10 years of experience as a people lead and at least 5-years of experience working in a Workforce Management team
- You have a strong understanding of the WFM life cycle including forecasting, capacity planning, scheduling and real time management. You feel like a pro in every area
- You’re passionate about leading people, building teams, and making a difference for people in your work
- You’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones
- You’re strategic. You think strategically and translate strategy into operational plans and business results
- You’re tactical and data driven. You analyse and identify trends and blockers and take appropriate action. You have exceptional analytical skills and you’re comfortable working with large amounts of data. You’re good at presenting findings and have experience in establishing and tracking metrics
- You’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL and Python skills are a plus
- You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation and you place customers first. You make no compromise on this
- You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances
- You understand operations. You have experience of working with operational teams (ideally CS or any other operations team in a financial company), and how to work with people and processes as well as products
What the job involves
- We’re looking for a Head of Workforce Management to help our teams build an effort free servicing experience with close to instant response times while scaling our costs so we can continue to drive prices towards zero
- Your will lead our ~ 50 member Workforce Management operations teams spread across 4 locations globally
- You’ll report directly to the Head of Servicing Scaling
- This role is based in Europe, we’re looking for a person to join us either in London, Budapest or Tallinn
- You’ll be a key part in moving key metrics such as reach and resolution time, labour cost, forecast accuracy, employee engagement and will be a key player in ensuring the path to our mission is never restricted by servicing capacity
- You’ll ensure that all new and existing Servicing queues have tight Workforce management processes applied to them, including intraday, forecast based scheduling, capacity management and incident management
- You’ll work with our program managers for intraday, demand management and capacity management to build world class scalable and automated workforce management processes
- You’ll ensure that we’re building a highly skilled and motivated team of workforce management specialists with continuous growth and development baked into their Wiser journey
- You’ll work with senior leadership across our servicing tribe to ensure that we have enough people in the right places doing the right things to serve our customers
- This role will give you an opportunity to:
- Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission
- Build and lead our global WFM team - you have the opportunity to strengthen, grow and coach the team across our locations
- Be a global WFM leader - as a part of our Servicing Scale leadership team you’ll be helping us evolve how we run Servicing, how we develop our people and how we scale globally
- Be at the forefront of tech and processes globally, have access to some of the smartest people in the world and the chance to solve difficult problems
Application process
- If you're interested in the position, please apply by submitting your CV latest by 8th of August
Salary benchmarks
Our take
Wise started when the two founders realised they would be better off trading Estonian kroons for British pounds (and vice versa) between themselves rather than going through banks. That was back in 2011, and they've since grown Wise into one of Europe's most successful tech businesses, exchanging billions of currency every month.
Wise rapidly grew by solving a significant problem for customers, who lost too much money to banks when exchanging currency. They've attracted investment from some of the best investors in the world, from Andreesen Horowitz to Index Ventures and even Richard Branson.
The challenge for Wise will be maintaining their edge and brand power in a market that's becoming increasingly crowded with new entrants (like Revolut and Monzo) and incumbents (traditional banks) trying to catch up. To do so, the company is ramping up its digital and marketing strategies, as well as pushing for further development of its existing products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Many candidates hear
back within 2 weeks
38% employee growth in 12 months
Company
Employee endorsements
Flexible working
"I'm trusted to do my work regardless of whether I'm in the office or working from my spare room. Our mobile wiser scheme gives us the opportunity to..."
Funding (last 2 of 7 rounds)
Nov 2017
$280m
SERIES E
May 2016
$24.9m
SERIES D
Total funding: $395.3m
Company benefits
- Medical Insurance
- Health and Wellbeing Discounts
- 25 days holiday (excl. bank holidays) + 3 Me Days
- RSUs (Restricted Stock Units)
- 6 Week Paid Sabbatical
- Mobile Wiser - work remote for up to 90 days a year 🛫
- Parental Leave
- Pension and Retirement Plans
- Plus Many More!
Company values
- This isn’t just a job, we’re a revolution
- We get it done
- Customers > team > ego
- No drama. Good karma.
Company HQ
London, UK
Articles
Leadership
Taavet Hinrikus
(Chairman)Previously Director of Strategy for Skype.
Kristo Käärmann
(CEO)Previously a Consultant at PwC and Manager at Deloitte.
People progressing
Joined as Banking Lead, promoted to Head of Banking after 2 years, then again to Global Head of Banking.
Diversity, Equity & Inclusion at Wise
- Communities and safe spaces (Employee Resource Groups) – led by our Wisers so people can share experiences and information, support each other and connect on shared values
- Wise Cultural Calendar – a programme to learn and celebrate the wide range of cultures, traditions, backgrounds, and global experiences we have here at Wise. Example programmes include Pride Summer and Black History Month
- Our teams continue to set and drive their own bespoke objectives, holding themselves accountable and making sure they focus efforts where they can have the most impact
- We’re excited to partner with InChorus to collect ongoing data on our culture and enable teams to track their progress
- DEI development and training — We’re building our capability and getting everyone on the same page about DEI. Our new training programme will help new joiners and all Wisers know what DEI looks like day-to-day and how they can play their part
- Global policy review — We’re working with an external advisor to provide detailed feedback on best practices in policies by end January
- Disability inclusion – We’re building resources and support for Wisers and candidates with disabilities. Our goals is to offer practical information and support to ensure that Wise remains an inclusive environment for those impacted by a disability
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