Global Arbitration Lead

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Global Arbitration LeadFull-time Compensation: SGD 7800 - SGD 11000 - monthlyCompany 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 DescriptionIf you're interested in the position please apply by submitting your CV and Cover Letter. In your cover letter, please answer the following questions:What motivates you to apply for this role?Why would you be a good fit?We’re looking for a Global Arbitration Lead to join our growing team. Executive SummaryAt Wise, we aspire to be the undisputed leaders of excellence in Complaint Arbitration. As our Complaint Arbitration Lead for the APAC region, you will be the driving force behind this mission. Operating at a fast pace, you will ensure high-quality engagement and assurance while building the strong internal and external relationships necessary to maintain and fortify our regional licenses.In this pivotal role, you will interface with an ever-growing list of global arbitration bodies to guarantee exceptional customer outcomes. More than just resolving escalations, you will act as a strategic catalyst—translating complex arbitration and regulatory findings into specific, actionable insights that directly improve our complaint responses and shape our future product and service design. If you are a strategic thinker who is deeply passionate about customer advocacy and process innovation in a dynamic financial landscape, this role is for you.Roles & ResponsibilitiesLeadership & Team ManagementEmpower and Oversee: Lead a team of talented Arbitration Specialists in the APAC region, ensuring day-to-day operations run smoothly and efficiently.Performance Tracking: Actively manage and monitor team KPIs to ensure we consistently meet and exceed our quality and resolution targets.Act as the Expert: Serve as the primary go-to subject matter expert and escalation point for complex, high-visibility, or high-risk arbitration cases.Strategic Insight & ReportingData-Driven Reporting: Support the delivery of comprehensive global arbitration reports for Monthly Business Reviews (MBRs).Actionable Insights: Translate complex regulatory and arbitration findings into clear, specific, and actionable insights for stakeholders across the business.Process Improvement: Lead change initiatives designed to refine our internal processes and elevate the quality of our complaint responses.Relationship & Change ManagementBuild Partnerships: Cultivate strong, collaborative relationships with internal cross-functional teams and external entities, particularly regional and global arbitration bodies.Influence Change: Act as an advocate for best practices, influencing positive, company-wide change across Wise to protect and build the strength of our operating licenses.Resource Allocation: Strategically prioritize and deploy resources to tackle the most critical arbitration challenges.Customer Experience & Outcome-Centric ApproachDrive Exceptional Outcomes: Maintain a relentless focus on securing fair, high-quality resolutions for our customers, adapting strategies as individual cases or broader trends demand.Advocate for the Customer: Utilize deep customer insights gathered from arbitration to champion the customer internally, driving tangible improvements in product and service design.Strategic Planning & AdaptabilityAlign with Service Ops: Lead strategic planning initiatives that seamlessly integrate with our broader Service Operations goals.Stay Agile: Remain flexible and adaptable, pivoting...