High Value Customer Team Senior Lead


We’re looking for a High Value Customer Team Senior Lead  to join our growing KYC Operations Growth Team in Tallinn, Estonia. The main purpose of the team is to ensure excellent end to end onboarding support for customers defined as high value, guiding the customer through KYC requirements and enabling volume growth across a specific segment of customers. Onboarding requirements span across multiple jurisdictions, banking partner licenses and regulatory requisites, creating a highly nuanced landscape this senior lead will support.

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Salary Range

2800 EUR gross/monthly

The Senior Lead of the High Value Customer Team reports directly to the Head of Growth within KYC operations, acting as the High Value representative for subject matter expertise with the primary responsibility of ensuring High Value team creation, strategic success and scalable support. They collaborate heavily with internal stakeholders such as Product, Compliance, Customer Support and Payment Operations, to ensure consistent visibility and compliance in our processes and product offerings. 

From the ground up, the successful candidate builds and leads a global team of specialists and team leads dedicated to High Value onboarding activity across multiple geographies. They create efficient and effective operational processes to ensure High Value onboarding aligns with Wise’s risk appetite as well as the acceptable parameters established by governing bodies. The Senior Lead is responsible for expansion and localization strategy of High Value operations, forecasting required resources to build a compliance operations team of area expertise, having in mind the growth and globalization of Wise. Finding swift resolution of escalations through case analysis, knowledgeable tool navigation,   proactive outreach and conventional grit and hustle is a path to success at Wise.

Your mission: 

Your mission is to be a strong leader and compliance subject matter expert with a mindset that creates and drives a comprehensive operational strategy to enable products and processes that place our customers first. Meanwhile, you’ll remain aware of the risks surrounding the payments industry, our products, and the requirements set to us by regulations and banking partners. You can effectively communicate with customers, internal organization leaders and industry partners on KYC initiatives, strategically and operationally.

The role as the Senior Lead of the High Value Customer Team Lead gives you the opportunity to:

  • Be the action-oriented ambassador of the new High Value team, handling communication and escalations around High Value customers in KYC Operations.
  • Maintain a customer-oriented focus that has a clear understanding of risk and an innovative can-do mindset that achieves the payment scheme and regulatory objectives and a great customer experience
  • Deliver on specific KPIs which tie KYC onboarding to Wise’s volume/growth metrics; and longer term to enhanced customer satisfaction and conversion
  • Develop a strategy for High Value team impact, working closely with Product and Compliance teams
  • Support the High Value team leads and wider team, by building independence, empowering decision confidence and championing strong autonomous teams
  • Be accountable for forecasting, budgeting, and performance surrounding operational KPIs, SLAs and quality standards
  • Own and continuously improve team capabilities, skills and capacity development, including key areas (like processes, quality assurance, regulatory compliance, workforce management) ownership 
  • Own and lead recruitment and strategic placement of required staff across teams, establishing and developing organisational structure
  • Be a strong communicator who can represent their area of KYC operations at strategic plannings, retro meetings and other company facing group settings.
  • Lead significant cross-team projects requiring material decisions and content contribution as well as project management.
  • Work closely with other  teams to develop areas that affect the whole KYC organisation, the Financial Crime-fighting tribe, or other relevant teams; and align with them on overall vision
  • Act as escalation path for internal and external partners;
  • Contribute to definition, scoping and execution of long term plans and objectives, in coordination with the relevant Product teams, and other relevant internal or external stakeholders. 
  • Rigorously use data to drive decision making, develop new approaches, evaluate program performance, and advocate for product changes that improve the accuracy of our KYC program 
  • Coordinate, research, and assist with drafting responses to internal audit and external exams/regulator requests, on an ‘as needed’ basis. 

As the Senior Lead of the High Value Customer Team Lead you should have the following skills:

  • You have previous work experience in KYC or Compliance space, minimum of 5 years.
  • You have previous experience in team leadership, minimum of 3 years.
  • You can travel domestically and internationally, as needed.
  • You have excellent verbal & written English. You are clear, concise, and confident engaging with a variety of stakeholders. 
  • Growth mind-set. You are action-oriented, resilient and over-deliver value.
  • Subject-matter expertise within the banking industry with knowledge around compliance regulations, policies, risks and reporting procedures.
  • Large corporates/multinationals onboarding and management
  • Nuanced banking knowledge of Trusts, Funds, Special Purpose Vehicles. Venture capital experience is a bonus
  • Experience conducting analysis of time‐sensitive KYC requirements which may involve multiple jurisdictions and countries.
  • Management experience, leading a regulated financial institution’s compliance or operational equivalent organization with a global remit.
  • Skilled understanding and ability to analyze, forecast and move team metrics
  • Ability to work collaboratively within a complex organization, across multiple cultures, geographies, and disciplines.
  • Proven track record of taking individual ownership and responsibilities as well as being a great team-player.
  • Strong communication skills. You are proactive and inclusive yet discerning.
  • Experience communicating complex information accurately, clearly, and quickly to all levels of management, regulators, auditors, and third parties.
  • Project management skills and capability to handle multiple projects at one time.
  • Experience with project management tools and familiarity with business analytics tools like JIRA, Confluence, or Looker.
  • You are legally authorised to work in EEA. 

PS! If you’re interested in the position, please apply by submitting your CV and cover letter in English by answering the following questions: 

1. Operational scenario: Your team’s incoming demand/volume increases by 25% in a week.  Please share your considerations and actions you would take to overcome this challenge.

  1. Additionally, what might change if the demand remains higher for the following 2 months?

2. Escalations: You receive word about a customer, likely in the High Value demographic, who posted a story online about their less than ideal onboarding experience with Wise. They go into great detail, offering some ideas to help ease the process. Please provide points to consider and actions that you might take to remedy the situation, including a general timeline.

3. Data / metrics: This role will support co-creating the High Value Customer team. What are some Key Performance Indicators (KPIs) that you consider important to assess and monitor team progress?

  1. Additionally, please give an example of how you leveraged metrics and /or data in previous roles to make decisions or negotiate resources. 

4. Leadership: Wise teammates span the globe, as will the High Value team.  In the times of heavily remote working, what are some leadership skills or best practices that are critical to build and sustain an overall successful team. 

Please note that applications without a cover letter won’t be considered.

Hiring process:

  • Application review: Resume and Cover Letter including answering the questions above.
  • 30-minute call with the recruiter
  • First interview with two Area Leads
  • Final interview with the Area Lead and Head of KYC Operations

We are taking applications for this role until 10th of July 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.

Ready to apply?

Complete the eligibility checklist now and get started with your online application.

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