WFM Operations Partner Senior Lead

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 an experienced lead to join our growing AML Investigations team in Tallinn, Estonia . As a FinCrime Operations Senior Lead your mission is to ensure the effective assessment and mitigation of financial crime risks across operations. You will act as a vital connector between operational teams and senior leadership, transforming strategic objectives into actionable directives. Your leadership will prioritize customer focus, regulatory compliance, and sustained operational excellence across multiple specialized teams. Key Responsibilities Executive Leadership & People Development: Lead by example, cultivating a high-performance, results-driven culture across multiple Team Leads and Specialists. Own the talent pipeline: hire, coach, mentor, and develop direct reports, driving career check-ins, skill enhancement, and making recommendations for promotions/salary progression. Implement strong performance frameworks to consistently meet and enhance individual and team KPIs/SLAs, promptly addressing and documenting underperformance. Strategic Planning & Operational Governance: Own the strategic roadmap (spanning several quarters) for your operational area, transforming high-level plans into actionable change. Lead and manage projects from start to finish, driving momentum, delegating tasks , and articulating project impact and value to cross-functional stakeholders. Ensure highest quality standards and compliance are maintained across all tasks, leading root cause analysis and turning insights into improvements. Risk Mitigation & Domain Expertise: Serve as the Subject Matter Expert (SME) in Financial Crime areas (AML/KYC/Fraud), training and coaching your leadership team. Be responsible for developing and driving action plans for operational incident management, detection, response, and remediation. Maintain accountability for escalating critical incidents, high-risk customers, and systemic control weaknesses to senior leadership in a timely and precise manner. Stakeholder Management & Influence: Lead complex projects with multiple, diverse stakeholders (Product, Engineering, Compliance, Senior Management). Negotiate and influence cross-functional teams to drive momentum toward strategic goals. Communicate clearly and confidently, tailoring messages to the audience and using data to deliver impactful and concise updates . Qualifications We are seeking a seasoned leader who combines strategic people management with deep FinCrime expertise to ensure operational governance across our specialized teams. Experience: 3-4 years of experience in FinCrime, KYC/AML, or compliance, with at least 3 years leading medium to large-sized teams. Performance Development: Proven track record of delivering constructive, well-evidenced feedback that drives tangible behavioral change and performance improvement. Advanced Domain Knowledge: Strong understanding of the FinCrime regulatory framework (KYC, AML, FinCrime). Must be able to translate external industry insights and regulatory changes into robust strategies for Wise. Metric Ownership: Experience with forecasting and strategically moving team metrics, coupled with the ability to independently analyze and drive metric improvement. Process Efficiency: Highly process-oriented and efficiency-driven mindset ; able to recognize and proactively resolve recurring issues and streamline processes. Resilience & Quality: Must be able to work with tight deadlines under pressure while maintaining a high level of quality and competence. Communication & Self-Leadership: Excellent verbal and written English skills. Highly punctual, independent, proactive, and thrives in a fast-paced environment, comfortable rapidly switching between topics. Nice to Have Education: Bachelor’s degree in Finance, Business Administration, Law, or a related field. Certifications: ICA, CAMS, or equivalent FinCrime/Risk certification. Tools: Experience using Business Intelligence tools such as Looker, Superset, or Microtab. Additional information If you’re ready to take on an exciting challenge and make a meaningful impact, we’d love to hear from you! Please submit your resume in English as soon as possible. We will start interviewing for this position from day 1 so we would recommend applying rather sooner than later - otherwise, someone else might grab your dream job 💚 Our Hiring Process Application Review: We evaluate your experience and skills. Quick Chat with a Recruiter: A brief call to discuss the role and see if Wise aligns with your career goals. First Interview: Meet our FinCrime Senior Leads for a discussion around your leadership and operational delivery experience. Second Interview: Meet with our People Partner and another Senior Lead to discuss your project management skills in driving cross-team change and your practical experience in scaling and managing large, operational teams. Final Interview: An in-depth discussion with our Head of AML Investigations Service Delivery and Global Head of AML Operations to assess your technical and cultural fit. 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 .

We are looking for a shift-based CS Operations Team Lead to join the Customer Support department. In this role, you will be responsible for the performance, engagement, and real-time execution of an in-house support team, while maintaining visibility over outsourced partner operations.

We are looking for a shift-based CS Operations Team Lead to join the Customer Support department. In this role, you will be responsible for the performance, engagement, and real-time execution of an in-house support team, while maintaining visibility over outsourced partner operations.

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 Wise is looking for a KYC Operations Senior Analyst to join the Tallinn Senior Management Approval team to cover our night shifts. You will play a critical role in ensuring that Wise adheres to regulatory and compliance requirements. You will be responsible for conducting enhanced due diligence, analysing customer activities, behaviour patterns, and ensuring that our KYC records are kept up to date according to our internal standards. You will be responsible for assessing and approving onboarding customers in AML High Risk state and customers with touch points with High Risk 3rd Countries and Low Tax Jurisdictions according to regulatory standards. As a KYC Operations Senior Analyst, you will play a key role in supporting a financial crime program that is driven by Wise's mission for money without borders, transparency, and protecting customers. We are looking for someone with experience in enhanced due diligence, an excitement and desire to learn and grow with this new team, and strong organisational and communication skills. Job Responsibilities Review and assess high risk customer reports to provide analysis and approval as per the set policies and procedures. Review customer transaction history and provide insights into customer behaviour patterns that may indicate risks. Conduct periodic reviews and analyse changes in customers history and account usage. Exercise discretion in setting priorities, identifying customer records that require further review and taking action to obtain and follow-up on the information and/or documentation requested. Ensure that information and documentation provided by customers meet our risk appetite for onboarding and maintaining High Risk customers. Conduct in depth analysis, using provided documentation or external sources (e.g. websites and company registries) ensuring that only customers within risk appetite are onboarded. Perform searches utilising Internet sources and/or third-party vendors to obtain information on prospects and new/existing customers. Communicate with other internal teams when required to handle escalated or complicated cases. Provide guidance and responses to daily inquiries from peers, front-line and management regarding high risk approval matters and case analysis, when appropriate. Maintain high understanding of AML/CFT Regulations and how these impact the business, as well as Wise products and Services; When warranted, be capable of drafting SAR narratives to report activity deemed unusual. Taking part in and leading projects related to SMA Team processes and guidelines. Assist in identifying improvement opportunities and contribute to policy updates, training materials, and standard operating procedures. Draft reports to internal and external stakeholders, periodically and when requested. Have a deep understanding of different business models, customer types, country risks and regulatory requirements across multiple geographies; Support Wise in internal and external audits and regulatory process related queries reviews. Mentor, and support Senior Management Approval Analyst, by providing training and coaching to enhance team capabilities. Effective communication with customers by the relevant communication channels that Wise operates with (e.g. phone, email, and chat). Perform your tasks and responsibilities within the expected key performance indicators set by the leadership team. Tasks that are related to the position and are assigned to you by your lead. Participating in meetings, training, internal and external events. Qualifications Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts. You have a minimum of 1 year working experience in EDD, AML or a similar Financial Crime compliance role, or a comparable role at another company. You have a good understanding of the regulatory framework surrounding customer verification, preferably from a market that Wise currently operates in. Flexible to work different night shifts. We work when our customers need us most, including early-night, mid-night, and late-night shifts, as well as weekends and public holidays, per business needs. You have a good understanding of AML/CFT Regulations and are able to effectively document your reasoning. Ability to take decisions and apply risk-based approach at your work Punctual, independent, proactive and willing to get things done. Excellent communication and interpersonal skills, strong organisational skills, attention to detail, analytical skills, and ability to adhere to strict KPIs in a fast paced and high pressure environment. Ability to handle routine and stressful situations well. Ability to work autonomously within a limited variety of well-defined procedures and practices. Capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels. You have familiarity with reading legal and regulatory documents. Nice to have: Education: Bachelor’s degree in Finance, Business Administration, Law, or related field Certifications: ICA, CAMS, or equivalent certification (EDD/AML focused) Additional information About this Role: Job level: 3 Salary: 2400 - 2850 EUR gross/month Stock: To be reviewed at offer Sponsorship: Wise does not sponsor visas, temporary residence permits, or work permits for this role. Candidates must already have full, unrestricted right to work in Estonia. Current night shift requirements: Night shift premium: 1.25x base salary for all hours between 22:00–06:00. Core shifts (assigned based on team capacity; we’ll ask your preference, but you must be comfortable with any): 18:00–02:00 20:00–04:00 22:00–06:00 Weekend rotation: one month each quarter you’ll work a weekend schedule, either Sun–Thu or Tue–Sat (aligned with capacity and team rotation). Shift patterns are mandatory and may change based on business needs. We're processing applications continuously until roles are filled. Please mention in the "Message to the hiring team" field if you are interested in the Night shift role. Hiring process: Resume review Take-home test (reviewed by the team) Screening call with the Recruitment team Final interview with the SMA team 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 .