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Head of KYC Outsourcing Vendor Management

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role We’re looking for a Head of KYC Outsourcing Vendor Management in Tallinn to join the Global Vendor Management team. This role will lead the KYC Vendor Management team and work with KYC Outsourcing vendors under the Servicing umbrella. The lead acts as a bridge between the internal stakeholders and vendors under their care, ensuring service delivery and performance. It's a unique opportunity to build on your expertise, help deliver Wise’s mission of money without borders, and grow within a global, fast-paced listed company environment while ensuring our key vendors deliver high quality results for Wise. About the Role: People Leadership & Development - Build an inclusive, high-performance environment by providing regular feedback, setting clear role expectations, and coaching direct reports through personal growth goals and merit-based compensation. Operational Excellence & Rituals - Establish structured team rituals and delivery-oriented meetings, ensuring the team has the necessary tools and training to meet service delivery standards. Strategic Team Management - Oversee administrative needs and budgets while building resilient operations that avoid bottlenecks through succession planning and active contribution to global Vendor Management solutions. Strategic & Product Alignment - Develop a deep understanding of the Wise product and Servicing Strategy to own the long-term KYC vendor roadmap, ensuring service delivery aligns with shifting company goals. Performance & Quality Management - Drive vendor accountability through robust scorecards, rigorous KPI development, and continuous monitoring; leading remediation plans to ensure all quality and performance metrics are met. Financial Oversight & Unit Economics - Manage the full financial lifecycle, including cost forecasting, invoice reconciliation, and active participation in negotiations to optimize consumption and track unit economics. Risk, Compliance & Governance - Maintain full oversight of the risk landscape and contract lifecycles, ensuring all vendors comply with Third Party policies, Business Continuity Plans, and audit requirements. Stakeholder & Relationship Management - Act as the primary escalation point and bridge between Wise and its vendors, fostering strong internal cooperation and managing vendor responses during critical incidents. This role will give you the opportunity to: Choose your path to impact. You’ll take ownership from day one. Of course, you will have feedback from smart, curious people across Wise but you’ll experience unique levels of ownership and empowerment within your role. Be extremely hands on. No far away leaders in Wise, and in this role you’d be expected to take on the work yourself. Be part of our mission to make money without borders the new normal. Qualifications Experience in third party management, developing and leading vendor strategies and building efficient relationships that deliver on results. Preference will be given to candidates with experience in BPO services at a global scale. Proven track record of delivering and exceeding targets. Excellent communication skills with the ability to build relationships and work collaboratively across different teams Ability to advise, manage and report risks effectively, providing practical solutions to mitigate them. Project management skills, with the ability to manage multiple initiatives simultaneously. A get-it-done, collaborative approach to problem-solving. If you're interested in the position please apply by submitting your CV and cover letter. Additional information For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're 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 it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

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<p><strong>Otsid uusi väljakutseid?</strong></p><p><strong>Tule Tartu uude Raadi K-rautasse infolaua klienditeenindajaks!</strong></p><p><strong>Peamised tööülesanded:</strong></p><ul><li><p>kaupluse külastajate päringutele vastamine;</p></li><li><p>telefoni teel saabuvatele kliendipäringutele vastamine;</p></li><li><p>arvete info edastamine klientidele;</p></li><li><p>püsikliendikaartide vormistamine;</p></li><li><p>klientide elektroonilise andmebaasi haldamine;</p></li><li><p>kinkekaartide vormistamine ja müük;</p></li><li><p>klientide transporditeenuse vormistamine;</p></li><li><p><span>t</span>ööriistade rentimisteenuse vormistamine;</p></li><li><p>kliendipretensioonide lahendamine;</p></li><li><p>kauba ümbervahetuse vormistamine.</p></li></ul><p><strong>Sobid hästi, kui:</strong></p><ul><li><p>oskad heal tasemel eesti keelt ning suhtlustasandil vene ja inglise keelt;</p></li><li><p>oled hea suhtlemis- ja meeskonnatööoskusega;</p></li><li><p>oled täpne ja korrektne oma tegevustes;</p></li><li><p>oskad kasutada arvutit kesktasemel;</p></li><li><p>oled positiivse ellusuhtumisega;</p></li><li><p>oled hea analüüsivõimega;</p></li><li><p>oskad lahendada edukalt probleeme.</p></li></ul><p><strong>Omalt poolt pakume:</strong></p><ul><li><p>põnevaid väljakutseid rahvusvahelises ettevõttes ning mitmekesist ja vastutusrikast tööd;</p></li><li><p>omatöötaja soodustusi;</p></li><li><p>sporditoetust;</p></li><li><p>tasustatud teist haiguspäeva;</p></li><li><p>toetusi oluliste sündmuste puhul elus;</p></li><li><p>sõbralikku ja toetavat meeskonda;</p></li><li><p>täiendkoolitusi ja arenguvõimalusi.</p></li></ul><p><strong>Soovime alustada valikuprotsessiga kandideerimisperioodi jooksul, seega rõõmustame, kui kandideerid juba täna.</strong></p><p><strong>Töö tüüp: </strong>täistööaeg vahetustega.<strong><br></strong></p>

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Customer Support Regional Lead - Business

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role We are looking for a Customer Support Regional Lead to oversee our Business Support operations across Europe and the UK. As a "Leader of Leaders," you will lead the teams supporting our global Business customer base while working closely with our product teams to ensure our European markets receive world-class support. Are you ready? 🚀 The Role : Reporting to the Global Head of Business Customer Support, you will architect a scalable model that balances location strategy, language requirements, and cost-efficiency. You will deep-dive into regional data to identify performance outliers, navigate complex European regulatory landscapes, and ensure our support is fully compliant and audit-ready. Based in our Tallinn office , you will lead a senior operational leadership team, coaching them to drive world-class performance for a regional team of 150-170+ people . You will own the regional Business Support strategy, ensuring local execution aligns with our global mission. The Team: You will join a high-impact leadership circle that bridges the gap between our Global Servicing functions and our Product teams. You will act as the "Voice of the European Business Customer," partnering with Product Leads to ensure the solutions we build—from AI automation to self-serve help content—positively impact our customers across the region. Qualifications Senior Leadership Experience: You have at least 4+ years in senior leadership , specifically with a proven track record of managing other senior managers or site leads (Leader of Leaders). Operational Scale: You have experience managing large-scale operations (60+) across multiple locations, including working with Outsourced (BPO) partners . Data-Driven Rigor: You are obsessed with metrics like CES (Customer Effort Score) , FCR , and Cost per Agent , using data to drive cross-functional coalitions and measurable change. Regulatory and Audit Expertise: You are comfortable representing your region in internal and external audits, ensuring full compliance with regional financial regulations. Strategic Planning: You have experience developing and executing operational roadmaps with a long-term (12-month) horizon. Communication and Influence: You are an effective, "straight up" communicator who can adapt your style to different audiences and challenge the status quo when necessary. Values Alignment: You lead with a "no-ego" approach, prioritizing the mission over status. You thrive in a "no-frills" environment where impact is the primary measure of success. Additional information Hiring Process: Application review (CV) Screening call with a member of the Talent Acquisition team First interview with the team Second interview with stakeholders Final interview with Hiring Managers Salary range for this role: 5000 - 6600 EUR gross monthly What’s in it for you: 🚀 RSU package in a rapidly growing company 💻 Flexible, hybrid working model 💪 An annual self-development budget ☀️ Paid time off : 28 days vacation + 3 “Me” days + 1 volunteer day, annually 🏝️ A paid 6-week sabbatical leave after four years with us 💉 Wellbeing allowance with options such as health insurance and Stebby credits for you to choose from Click here to learn more about the benefits that we offer at Wise. Ready to lead the future of how we move money? Apply now by submitting your CV in English. For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're 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 it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

WFM Capacity Planning Analyst

Wise

About the company Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . The role The WFM Capacity Planning Analyst is responsible for the development, maintenance, and execution of workforce capacity plans, ensuring staffing supply is aligned with validated demand, service targets, and operational constraints. This role focuses on analytical execution and cross-functional coordination: translating demand forecasts into capacity requirements, validating assumptions with stakeholders, preparing hiring inputs, and ensuring clean handover of approved plans into Scheduling. The role involves workforce strategy or executive trade-offs. It executes the capacity planning methodology, coordinates validation and sign-off, and escalates risks and gaps to senior planners and WFM leadership. Your Mission: Capacity Plan Development & Maintenance: Build and maintain workforce capacity plans across short- and mid-term horizons (e.g. weekly, monthly, quarterly) using approved methodologies. Translate validated demand forecasts into required headcount / FTE, hours and staffing profiles,skill- and channel-based capacity requirements. Ensure capacity plans reflect agreed SLA targets, productivity and AHT assumptions, shrinkage, availability, and operational constraints. Demand Validation & Stakeholder Sign-Off: Partner with Demand Management to validate demand drivers and forecast inputs, understand launch timing, phasing, and risk. Partner with Analytics / Forecasting to validate volume, AHT, and productivity assumptions and challenge anomalies or inconsistencies in data. Partner with Operations to validate operational feasibility of capacity plans and confirm constraints, risks, and execution readiness. Drive formal capacity plan validation and sign-off, ensuring assumptions, risks, and trade-offs are clearly documented. Capacity-to-Scheduling Handover: Own the structured handover of approved capacity plans to Scheduling, ensuring capacity outputs are translated into clear scheduling requirements, assumptions, constraints, and sensitivities are fully understood, and timing and phasing of capacity changes are explicit. Act as the primary point of contact for Scheduling on capacity clarifications, interpretation of plan outputs, plan changes or re-validations. Ensure changes to capacity plans are version-controlled, communicated clearly and re-approved where required. Hiring Strategy Inputs & Workforce Supply Planning: Translate capacity plans into hiring requirements, including hiring volumes, start dates and ramp profiles, skill and location requirements. Data Collection & KPI Inputs for Capacity Exercises: Own the collection, validation, and preparation of data inputs required for capacity planning, including volumes and forecast outputs AHT and productivity metrics shrinkage, absence, and attrition data historical plan vs actual performance. Ensure data sources are consistent, documented, auditable and repeatable. Partner with Analytics and WFM execution teams to improve data quality and availability for future planning cycles. Scenario Analysis, Risk Identification & Continuous Improvement: Run structured what-if scenarios to assess the impact of demand volatility, hiring delays, productivity changes, operational or policy constraints. Partner with Operations, Talent Acquisition and Ops Partners to validate hiring feasibility and constraints. Highlight hiring risks such as lead-time misalignment, ramp shortfalls, attrition sensitivity. Support workforce supply decision-making by providing clear, data-backed hiring scenarios. Qualifications 2–4 years of experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics. Experience working in high-volume operational environments (contact centre or case-based). Exposure to planning cycles, stakeholder validation, and workforce supply planning. Strong understanding of capacity planning concepts, including demand vs supply balancing, AHT and productivity drivers, shrinkage and availability, skill-based capacity modelling. Ability to build, maintain, and explain structured planning models. Comfortable analysing scenarios and articulating impacts and risks. Strong proficiency in spreadsheets (Excel / Google Sheets), including complex formulas, scenario modelling and data validation. Experience working with WFM or planning tools (e.g. Calabrio, NICE, Verint, or similar) is preferred. Comfortable working with large datasets and multiple data sources. A self-starter who is comfortable working autonomously. Some extra skills that are great: Familiarity with Python or any other scripting language. SQL skills. Additional information For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're 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 it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .