Complaints Team Lead
Complaints Team Lead
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Job Description
As a Global Complaints Lead you will play a critical role in ensuring our customers concerns are addressed efficiently and effectively. You will manage a global team of Complaints Officers providing guidance coaching and support to ensure exceptional service delivery.
This role will focus on complaints management strategy regulatory compliance and customer experience enhancement while identifying trends and driving continuous improvement.
Additionally you will work crossfunctionally to influence product and process enhancements safeguarding Wises reputation and operational excellence.
Key Responsibilities:
- Lead mentor and develop a global team of Complaints Officers with regular checkins and oneonone sessions.
- Oversee training and ensure team knowledge is uptodate with regulatory requirements.
- Manage global team capacity plan for growth and oversee absence management.
- Drive team engagement through global teambuilding initiatives.
- Deliver and monitor departmental KPIs setting clear expectations and providing regular performance feedback.
- Be a resource for team members ensuring a strong understanding of jurisdictional targets and KPIs.
- Implement talent mapping and address performance gaps using company policies.
- Align team objectives with Wises broader goals and act as a key stakeholder in crossfunctional projects.
- Serve as a subject matter expert on complaints management guiding regulatory compliance.
- Proactively identify risks trends and potential issues developing strategies to mitigate them.
- Drive operational improvements to enhance team performance and customer experience.
- Recommend and implement solutions to reduce complaint resolution times.
- Use data and analytics to drive process improvements and communicate changes effectively.
- Lead initiatives to optimise workflows and improve team efficiency.
- Develop and execute strategies to enhance customer experience through effective complaints resolution.
- Champion a customerfirst approach integrating customer feedback into service and product enhancements.
- Act as an advocate for customers ensuring their needs are represented in decisionmaking.
- Stay updated on industry trends and best practices in complaints management.
- Maintain a handson approach to escalated complaints to ensure product knowledge.
- Pursue professional growth opportunities relevant to customer advocacy.
Qualifications :
- Advanced level in written and verbal English communication.
- Proven experience in Leadership and team management with a strong background in Fintech/Banking and complaints.
- Demonstrated ability to coach and lead team members to achieve high performance.
- Analytical and strategic thinker with strong problemsolving skills.
- Effective stakeholder management and communication skills.
- Ability to manage change and work in a dynamic global environment.
- Collaborative approach with a focus on balancing team and business needs.
Additional Information :
If youre ready to take on a challenging and rewarding role apply now and become part of our global team at Wise!
- Salary:USD yearly Stocks
- This is a hybrid position located in Austin Texas and not fully remote. You must be able to commute to the office or open to relocation
- Youre eligible to work in the US we cannot sponsor Visas for this role.
- Click here to see the benefits we offer!
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For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
