Senior Team Lead (in compliance operations)


We are looking for a Senior Team Lead to join our RFI team in Tallinn. The role looks after the strategic development of leadership in the RFI team including building readiness to support a growing scope of Wise. It is a unique opportunity to have an impact on Wise’s mission and develop a high-performing team.

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Salary Range

3.500 gross monthly

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

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

As a Senior Lead, you get to empower your own team, support the team leads in the domain, drive large-scale initiatives and help us solve problems that have a long-lasting impact. 

As a result of your work, our metrics should improve, our handle times and resolution times should decrease and the efficiency metrics of our operations should increase, ultimately resulting in lower operating costs.

What you’ll get to do:

  • You will be accountable for forecasting, budgeting, and ensuring the team is meeting the expected KPIs, SLAs and quality standards;
  • Be a strong communicator who can represent RFI operations with internal and external stakeholders;
  • Work with other teams in Wise to ensure compliance with processes and manage operational impact of changes with focus on operational efficiency and great customer experience;
  • Ensure planning of team capabilities, skills, knowledge and capacity, being ultimately accountable for maintaining an adequately staffed, capable, compliant, and trained team;
  • You will contribute to definition, scoping and execution of long term plans and objectives, in coordination with other stakeholders. 
  • You will get to develop team leads and support them in building strong and well executing teams; 
  • Lead by example by promoting a healthy feedback culture, especially around critical, more difficult conversations and leading across locations.

About you:

  • You’re experienced. An experienced peoples lead with at least 2+ years of experience (preferably as a lead of leads).
  • You’re strategic. You think strategically and translate strategy into operational plans and business results.
  • You’re tactical. You analyze and identify trends and blockers and take appropriate action.
  • You understand operations. You have experience working with operational teams and know how to work with people and processes as well as products.
  • You’re a self-starter. With a proven track record of taking individual ownership and solving problems creatively, you’ll design, develop, and execute projects for your team in order to enhance efficiency.
  • You’re passionate. About customer experience, technology, leading people, building teams, and making a difference for people in your work. These aren’t just lines on a job description, you genuinely enjoy what you do.
  • You’re data-driven. You’ll help setting targets, drive analysis and implementation projects,based on KPIs for your team and work with all support functions such as Continuous Improvement, Workforce Management, Training and Quality Assurance.
  • You’re reliable. You’ll effectively manage, delegate, oversee, or contribute to cross-team projects, no sweat – You’ve also got the ability to multitask and handle a varied workload, and you always take responsibility in challenging situations – In short, you get it done .
  • You’re a strong communicator. You’ve got impeccable verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else – You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization.
  • You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind and you cultivate this mindset into 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 an application without a cover letter will not be considered.

We’re people without borders — without judgment 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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