RFI Senior Team Lead

ComplianceTallinn

Wise’s Request for Information (RFI) team is looking for a Senior Team Lead to join our growing team in Tallinn. This role is a unique opportunity to have an impact on Wise’s mission, grow as a leader, help save millions more people money and work in a disruptive, fast-growing and fun environment. 

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Team members in the office

Office

Tallinn

Team

Compliance

Salary Range

3500 EUR

The RFI team processes requests for further information (RFIs) between Wise and global banking partners. The team is responsible for making sure that all requests are processed in time to minimise a negative customer impact.

The RFI Senior Team Lead will lead a growing team of team leads while making sure that the function meets the required quality and deadlines established by our banking partners and governing bodies. 

As a Senior Lead, you get to empower your supported team leads in the domain, drive large-scale initiatives and help us solve problems that have a long-lasting impact. Your work will help us further improve our metrics – decreased handling and resolution times and increased efficiency metrics, ultimately resulting in lower operating costs. 

What you’ll get to do: 

  • Be accountable for forecasting, budgeting, and ensuring the whole operational function is meeting the expected KPIs, SLAs and quality standards;
  • Be a strong communicator who can represent RFI operations with both internal and external stakeholders;
  • Ensure planning of team capabilities, being ultimately accountable for maintaining an adequately staffed, capable, compliant, and trained team;
  • Contribute to definition, scope and execution of long term plans and objectives in coordination with other stakeholders; 
  • Develop your guided team leads and support them in building strong and well executing teams; 
  • Work with other teams in Wise to manage the impact with focus on operational efficiency and great customer experience;
  • Lead by example by promoting a healthy feedback culture, especially around more challenging conversations;
  • Lead across different locations while keeping in mind the scalability of our function. 

About you: 

  • You’ve got excellent verbal and written English skills and you’ve worked internationally, cross-team or cross-geo before; 
  • You’re an experienced people’s lead with at least 2+ years of experience (preferably as lead of leads);
  • You think strategically and translate strategy into operational plans and business results;
  • You have a proven track record of taking individual ownership and solving problems creatively in order to enhance efficiency;
  • You have experience working with operational teams and know how to work with people and processes;
  • You’re passionate about customer experience, technology, leading people, building teams and making a difference for people you work with; 
  • You analyse and identify operational trends and blockers and take appropriate actions; 
  • You’re data-driven and experienced with setting targets for your teams; 
  • You’ll effectively manage, oversee and contribute to cross-team projects; 
  • You’re customer focused, our customers come first and we make no compromises on that, you always have the customers’ best interest in mind and you cultivate the same mindset in your teams.

 

If this sounds like the beginning of a great new challenge for you, please apply by submitting your CV and cover letter in English. Please note that applications without a cover letter will not be considered.

 

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.

 #LI-LT1

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