Our Due Diligence (Offshore) team is looking for a Team Lead in Tallinn, Estonia. This role is a unique opportunity to have an impact on Wise’s mission, develop a high performing verification team and help save millions more people money. 

Your mission: 

Your mission will be to develop a high performing verification team, to learn more about the compliance world, to improve the sometimes frustrating verification process for our customers, and to help millions more potential customers save money by using Wise!

The role as a Due Diligence Team Lead gives you the opportunity to:

• Develop a strong verification team and support agents on their personal growth path by scheduling, interviewing, hiring, organising team events, providing regular coaching, and more.
• Help the team develop and measure KPIs for success while planning team capacity and focusing on customer experience.
• Increase the efficiency of the verification team while balancing the health and productivity of your agents.
• Develop effective operational processes, task allocation, training and performance management to deliver a great customer experience with a tightly managed cost base.
• Be accountable for quality assurance of verification performed, making decisions within our policy framework, and working with compliance to evolve both our policies and processes.
• Manage the trainings of the team on our regulatory obligations, how our policies fulfil them and our risk-based approach to deterring and preventing money laundering and financial crime.
• Communicate with customers as required to handle escalated or complicated cases with strong customer empathy as well as clear communication of recommendations and policies.
• Work with product teams, customer operations, and across compliance to manage operational impact of changes and drive initiatives to improve the customer experience, increase automation or improve operational efficiencies.
• Represent the policies, processes, and auditable verification work to regulators and auditors.

As the Due Diligence Team Lead you should have the following skills:

• You have previous operational experience in Global Business Due Diligence team, especially familiar with Offshore scope and processes
• Your verbal and written English skills are excellent, any additional language skills are a plus
• You have strong administrative skill and extremely organised, with familiarity in navigating administrative systems
• You have a good understanding of the regulatory framework surrounding customer verification and familiarity with reading legal and regulatory documents, preferably from a market that Wise currently operates in
• You’re a great communicator with strong presentation skills and can assist internal and external projects and audits, and you’re comfortable and calm when either giving or receiving feedback
• You have the ability to analyse and move team’s metrics and KPIs, and forecast resources for effective planning
• You have a proven track record of taking ownership over your duties taking charge in different situations, and passionate about developing your team
• You are eligible to work in Estonia

If this sounds like a great new challenge for you please apply by submitting your CV and cover letter in English (answering the questions below) by 6th Feb 2024 before 5:00pm EET.

Please note that an application without a cover letter will not be considered. 

Please answer the following questions in the cover letter:

What are your expectations for the Offshore Team Lead?

Please share if you’ve had any engagement with the Offshore team or customers. Regardless of whether you have or not, share why you’d like to join and lead in this specialized area of Business Due Diligence.

How would you handle a conflict arising from cultural and personality differences within the team?

Hiring process:

• Application review (including reviewing your cover letter answers)
• Take HomeAssignment
• Final interview with a Senior/Area lead and a Senior/Team lead

Salary (monthly)€2.450—€2.450 EUR

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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