Workforce Management Operations Partner Lead

WFM Operations Partner Lead will serve as the primary interface between Workforce Management and Operations at Wise, translating WFM insights into clear operational trade-offs and shaping decision quality. The role focuses on shifting Operations from reactive staffing toward planned, data-driven execution, mentoring Intraday and Scheduling Specialists, and ensuring governance and consistency of WFM principles across intraday, scheduling and capacity decisions. Responsibilities include leading stakeholder transitions to Service Scale operating principles, surfacing recurring exceptions in scheduling, running mentor clinics for scheduling specialists, and facilitating What-If scenario discussions with Ops leads to anticipate demand spikes and staffing constraints. The candidate should demonstrate 2–4 years of WFM/Ops experience in high-volume environments (Contact Centers or Shared Services), strong knowledge of financial services or regulated environments (e.g., KYC/FinCrime), and the ability to translate complex WFM terminology (Erlang, Shrinkage, Occupancy) into actionable business guidance. A strategic, assertive communication style and capacity to challenge senior leaders, along with change-management skills, are required. The role is based in Singapore with in-person work and a weekend/public holiday flexibility expectation.