Team Lead (in compliance operations team)


We are looking for an RFI Team Lead to join our growing financial crime fighting team based in Tallinn, Estonia. The RFI team helps to receive, send and manage requests for further information (RFI) between Wise and external partner banks.

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Salary Range

2700 EUR gross/monthly

As an RFI Team Lead you are a people’s lead, with a mindset that enables you to build robust and compliant processes. You make sure the team meets service level agreements, while you take data-based decisions to improve and scale the team’s performance and quality.

This role is a unique opportunity to join one of the fastest growing companies in Europe and help millions more potential customers save money by using Wise.

You’ll be primarily responsible for:

  • Hiring, leading and developing the RFI team agents and specialists, including amongst other administrative tasks such as scheduling and organizing team activities.
  • Developing effective operational processes, task allocation, training and performance management to deliver a great customer experience.
  • Ensuring that complete, accurate, and timely reviews are conducted.
  • Creating, documenting and continuously improving operational processes, aiming for scalable, coherent solutions.

What you’ll get to do:

  • Collaborate with associated compliance teams to improve our processes and policies.
  • Act as the first level escalation point for the team and internal/external partners.
  • Communicate with customers as required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies.
  • Assess and mitigate operational risks as well as guarantee sufficient controls over accesses and processes.
  • Develop RFI Specialists and leadership skills within RFI team, help to identify growth opportunities.
  • Lead initiatives with partners and other Wise’s teams to manage operational impact of changes.
  • Identify opportunities to improve the customer experience and increase operational efficiencies.

A bit about you:

We are 100% a match if you have strong leadership and management skills, as well as if you can motivate and inspire the team to work towards a common goal. We are looking for a team lead who is a self-starter with a strong hands-on mentality and proactive way of working, but with great relationship building skills too.

In addition, you are able to engage internal as well as external stakeholders, and facilitate cross-team collaboration. More specifically, we’re looking for someone who can demonstrate they have these attributes:

  • You have very good verbal & written English, any other languages are a plus.
  • You have excellent documentation skills along with communication and presentation skills.
  • You have great organisational skills with the ability to prioritise and tackle multiple tasks while maintaining a precise and well-structured way of working.
  • You have a deep understanding and ability to analyse and move team’s metrics.
  • You have exceptional critical thinking and problem-solving skills. You also have the readiness to take ownership of complex problems and propose possible solutions.
  • You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels. You operate and lead according to the company values.
  • You have the legal right to work in Estonia.

Hiring process:

  • CV and cover letter review
  • Take home assignment
  • 1st interview with two Team Leads
  • Final interview with Senior Lead and Area Lead

PS! If you’re interested in the position, please apply by submitting your CV and Cover Letter in English before 8th of August 2022!

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.


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