Head of Business Operations - North America

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Head of Business Operations - North AmericaFull-time Compensation: USD 210000 - USD 275000 - yearlyCompany DescriptionWise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.More about our mission and what we offer.Job DescriptionYour MissionAs the Head of Business Operations, your mission is to enhance and scale our servicing and operations for our platform partners. You will lead the regional operational strategy, ensuring our servicing model meets the expectations of our partners and scales in line with our growth.What you will do:In this senior leadership role, you will balance high-level strategy with hands-on execution across multiple functional domains. Your focus will be there–fold:Own Servicing and Operational KPIs: You own servicing and operational success in the region, working with cross-functional teams to fix structural problems when needed or incubate operations from scratch for new partnership types or productsLead Partner Success: You own our partners’ operational success, ensuring that their KPIs and SLAs are stable and always greenInfluence Without Authority: You influence and indirectly lead the operational teams in the region, ensuring that they are set up correctly to be high-performing, have enough capacity, consistently meet KPIs and are prioritising the right things for partnersThis role will give you the opportunity to:Choose your path to impact: we believe people are most empowered when they can act autonomously. So rather than telling you what to do, you’ll work with your team to create a vision of your own. Of course, you can always gather feedback from smart, curious people across Wise but you’ll have the freedom to make your own callsGrow as a leader: Grow and inspire cross-functional teams from customer success and servicing and operations to join our missionGet amazing exposure: to the full breadth and depth of our product and servicing operations from customer support, FinCrime, regional expansion and new product launchesBe part of our mission: to make money without borders the new normalQualificationsYou have 5+ years of experience in a broad role at an innovative company within the payments ecosystem, driving large projects to completionLeadership in Operations. You have a successful track record in similar senior operational leadership roles within the FinTech, Financial Services or Technology industries, working with people and processes as well as products. Demonstrated ability to execute at very high level in a variety of customer service-type contextsYou’re passionate about helping customers. They are at the heart of what you do and that empathy drives your decisionsYou’re entrepreneurial and hands-on. You have delivered high impact solutions end to end in data-driven environmentsYou are fluent with data, can use spreadsheets and analytics dashboards for insights, preferably you know SQL and PythonYou can go through loads of qualitative data point: customer contacts, operational cases and side-by-sides sessions Ability to work across time horizons: you are able to translate partner requirements into a servicing model, formulate long-term strategies and 6-month plans, but also are able to ensure team accountability in the day-to-day, while maintaining strategic direction for the team among the constant noise of the BAU.Local knowledge of the market and region. Ability to understand the local laws, culture, regulations and ways of working for the region Well-rounded approach to operations and change: Adept at managing...