Wise is hiring for a brand new senior role within our Complaints Department! We are building a world class Complaints function and are looking for a talented individual to join us!

As Complaints Transformation Lead you will be responsible for overseeing and driving strategic initiatives, implementing high-impact projects and influencing across the organisation to help us create a world-class complaints function. 

You will build exceptional relationships across the organisation to identify opportunities for continuous improvement, improving efficiency and innovation within our complaint operations, while harnessing digital technology where appropriate.

You will be able to lead and energise a wide range of colleagues, empowering and coaching them to improve the journey of our customers that are unhappy with Wise products and services, developing a culture that encourages and rewards creativity and problem solving.

As a highly effective communicator, you will be able to build strong engagement channels with a range of stakeholders that gather crucial information, clearly articulate a case for change and provide the necessary tools for people to adopt change in the most effective way.

And you will have the ability to work autonomously, have a strong awareness of the organisations’ strategic direction and be able to present to senior stakeholders with clarity to influence better decisions for our people and customers that support our growing influence on the market.

ACTIVITIES PERFORMED ON THE JOB 

• Develop and identify a strategic transformation plan that establishes a roadmap for initiatives and processes improvements.
• Oversee the planning, development  and implementation of transformation projects ensuring they are completed with the maximum efficiency, risk-management and that their successes are monitored. This will also include supporting the execution.
• Build long-lasting and collaborative relationships with key stakeholders to reach collective agreement on key initiatives, understand their needs and obtain feedback to ensure transformation aligns with our key objectives.
• Lead change by communicating with teams effectively, clearly articulating the benefits of initiatives through implementation change management plans.
• Build the necessary infrastructure that helps inform a culture that encourages people to share solutions, supporting colleagues to develop their ideas and coaching them through various initiatives, rewarding exceptional talent.
• Define the key success metrics for the overall transformation strategy and the impact of individual initiatives, regularly reporting on the outputs while making changes to optimise performance.
• Work closely with our data-analytics team to ensure we are being efficient and data led to identify opportunities for improvements and that we can support our propositions when engaging with other stakeholders.
• Regularly report into the Head of Global Complaints and work in partnership with our Complaints Leads to ensure a collaborative and joined up approach to enhancing the Complaints function.

What do we offer: 

• Competitive salary
• Company Restricted Stock Units
• Numerous great benefits in our Tallinn office 

Key benefits:

• Flexible working - whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
• Paid annual holiday, sick days, parental leave and other leave opportunities
• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave

If you're interested in the position, please apply by 01/03/24 by submitting your CV and cover letter.  In your cover letter, please answer the following questions:

We are interested to know what kinds of complaints transformation/projects you have been involved with before. Please help us understand what you have delivered or supported the deliver of within this space in your current or previous roles. What was the project? What did you do? What was the business benefit? What was the customer and colleague benefit?

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We're people 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.

Every Wiser should feel that they can be themselves at work. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer's needs and life experiences and makes sure we leave no-one behind on our journey to mission-zero.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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