Business Operations Manager (Risk, Controls & Assurance)
Your Mission
Wise has already pioneered new ways for people to transfer money across borders. Our customers can now manage their hard-earned money with the world’s first platform to offer true multi-currency banking.
As we grow, so does the complexity of keeping our regional entities compliant. Your mission is to move the EU/UK region from reactive issue-management to proactive strategic oversight. You will be responsible for the "Insight-to-Action" engine - analysing where our servicing processes are failing and designing the process improvements or product changes that fix the root cause.
The Role
This is a hands-on role at the intersection of Operations, Product, and Compliance. You are a problem solver who owns the problem to solve E2E and proactively identify problems in both product and operations to be prioritised and implemented.
You will act as a translator and a bridge. You’ll take "regulatory speak" from our 2nd-line compliance teams and turn it into clear, actionable operational requirements for our servicing agents or technical specs for our Product squads.
What you will do:
Drive Servicing Outcomes: Look into potential operations issues that challenge our growth - like decision quality or breached SLAs. You’ll design the fix, whether that’s a new operational process or influencing a product change.
Translate Regulatory Requirements: Take complex compliance mandates and translate them into clear ops or product requirements. You’ll ensure we are compliant by design, not just by adding manual "bolt-on" tasks.
Lead with Data: Use Looker and SQL to analyse friction hotspots and conduct deep dives. You’ll prove whether a control is actually working or if a process needs a total re-design. You will own a set of regional metrics and will be responsible for driving insights.
Influence Cross-Functionally: Challenge Product teams when they don't consider the operational impact of a launch, and challenge Ops teams when they are being too risk-averse.
Institutionalise Assurance: Establish "Check the Checker" frameworks to ensure our 1,000+ agents stay accurate. You’ll turn QA failures into actionable feedback for Product/Engineering to close the loop permanently.
Manage Incidents & Post-Mortems: When things go wrong, you’ll manage the incident and lead the post-mortem to ensure we build a system that prevents the same mistake from happening twice.
This role will give you the opportunity to:
Own your impact – We believe people are most empowered when they act autonomously. You’ll have the freedom to identify a problem and drive the solution end-to-end.
Get amazing exposure – You’ll work across the full breadth of Wise - from FinCrime and Customer Support to regional expansion and new product launches.
Solve at scale – You’ll see how a global fintech operates under the hood, helping us build a model that stays cost-effective as we move toward Mission Zero.
A bit about you:
High Agency: You are a generalist who thrives in the ambiguity of regional operations. You don’t need a manual; you prefer to build the operational blueprint yourself.
Analytical & Methodical: You can digest loads of qualitative data (agent side-by-sides, case reviews) and quantitative data (SQL/Looker) to find the root cause of an issue.
Comfortable Context Switching: You are able to go really deep into a technical issue and switch to a strategic discussion next. You can handle and synthesise multiple contexts and perspectives (e.g. compliance and product) and translate them into operational requirements that each party understands.
Entrepreneurial & Hands-on: You’ve likely worked in a high-growth ops, product, or program management environment as a former PM, analyst or a Bizops expert at a fast growing start up/scale up where you’ve had to ship real solutions.
Influencer: You can influence stakeholders without needing formal authority. You know how to use data and empathy to get teams aligned.
Mission-Driven: You are passionate about making money without borders, the new normal, and understand that robust, scalable operations are the only way to get there.
Low Ego: Our core value is customer - team - self.
Nice to have: Worked across multi markets or global products
Additional Information
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're 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 it's like to work at Wise visit Wise.Jobs.
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