SSE Performance Steering Head
On-siteTallinn, Harjumaa, Estonia
Job Summary
Wise is scaling rapidly and seeks the Global Head of Performance Steering to lead a global team of Performance Steering Leads across three continents. You will architect data-driven frameworks to maximize capacity, reduce operational variance, and bridge the gap between technical product capabilities and manual operational effort. Your remit includes governing KPI targets across Customer Support, KYC, FinCrime, and Payment Operations; overseeing a global KPI governance framework; driving remediation through RCAs; partnering with Product and Engineering to translate performance data into product requirements; and implementing global scorecards with vendors. The role requires building a cohesive global strategy for performance steering, mentoring PSLs, and communicating insights to senior stakeholders. Must-haves emphasize leadership, SQL and data visualization prowess, deep WFM knowledge, and the ability to storyteller data for roadmaps. Nice-to-haves include Python or automation experience and FinCrime/KYC exposure in a high-growth FinTech environment.
Required Qualifications
- Proven Leadership: 7+ years of experience in high-growth operations, with a track record of leading teams of leads or senior individual contributors.
- Analytical Power: Expert-level proficiency in SQL and data visualization.
- WFM Mastery: A deep understanding of Workforce Management (WFM) and efficiency metrics.
- Storytelling with Data: Ability to turn complex operational data into a narrative for senior stakeholders, influencing roadmaps.
Desired Qualifications
- Experience with Python or advanced automation tools (e.g., Twilio).
- A background in FinCrime or KYC operations within a high-growth FinTech environment.
- Experience managing "dotted line" relationships across global sites.
- 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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