Card Disputes Strategic Lead at Wise

We’re looking for a Card Disputes Strategic Lead to join our team in the Tallinn office. This role is a unique opportunity to have an impact on Wise’s mission, help save millions more people money and work in a disruptive, fast-growing and fun environment.

Your mission:

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking, and they can spend every day using our Wise debit card.

The Spend OPS team is part of Spend squad whose mission is: reliable, convenient & eventually free to spend anywhere in the world;

By now, we have a well organised operational team, who work very closely with our dedicated engineering and product teams, across offices in three continents. We partner with the card schemes and other relevant product, engineering and operational teams in Wise, to get things done.

As a Card Disputes Function Manager, you get to empower your own teams, support the team leads in the domain, drive large-scale initiatives and help us solve problems that have a long-lasting impact.

Here’s how you’ll be contributing to Card Disputes team:

• Contribute to definition, scoping and execution of long term plans and objectives in the Card Disputes domain (both Card Fraud & Non-Fraud), in coordination with the relevant Product teams, and other relevant internal or external stakeholders, projects and products;

• Support the growth of the domain with strong expertise and ability to influence all the relevant stakeholders;

• Ensure planning of team capabilities, skills and capacity development, including key areas (like processes, quality assurance, regulatory compliance, workforce management) ownership;

• Support risk aware culture within the Card Disputes operations, guaranteeing secure and compliant general operational processes as well as relevant teams alignment;

• Work closely with the other functions in the domain, and other relevant teams to bring larger-scale impact, and align with them on overall vision;

• Continually measure, monitor and improve overall performance of the operations teams (KPIs) and giving regular feedback to teams/team leads and provide visibility on company level;

• Ensure that team’s reporting responsibilities, quality, procedures and other service level agreements are upheld;

• Lead significant cross-team projects requiring material decisions and content contribution as well as project management;

• Manage the teams operations and processes, participate in budget management;

• Develop the team leads, support them in building strong teams; develop leadership and independence within team leads and sub-teams.
  

Qualifications

A bit about you:

• You have several years of experience within the card issuance/card disputes domain;

• You have experience leading operational teams, preferably in the payments industry;

• You have a track-record of building teams and developing people;

• You have experience working with different functions in an organisation (engineering, analytics, product teams);

• You have good analytical skills, including ability to work directly with business intelligence tools for work-force management information or overall operational and financial performance;

• You like to drive collaboration and support people around you with the ability to emphasise people's strengths for a high outcome.