Salary: 5.2 LPA to 6 LPA + RSUs Shifts & week offs: Rotational Work mode: In office Experience: 1 to 6 years (Freshers are not eligible) As a KYC Operations Associate Analyst, you will play a critical role in ensuring that Wise adheres to regulatory and compliance requirements. You will be responsible for conducting thorough customer due diligence, analysing customer activities, and ensuring that our KYC records are kept up to date according to our internal standards. This role is a great opportunity for people who are interested in development in the KYC domain. Job Responsibilities Customer and business onboarding: Conduct initial and ongoing Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews. Take risk-based-approach decisions in your reviews ensuring risk mitigation standards are met. Collect, analyse, and verify customer information according to KYC/AML guidelines and understand potential risks associated with each customer type. Assess customer identity documents, online company registries, complex business structures, ultimate beneficial ownership, customer source of wealth documentation, adverse media screening and other sources to make your decisions. Transaction monitoring and periodic reviews: 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. Documentation and record keeping: Ensure customer records are accurate and updated as required. Maintain organised and detailed records of customers and decisions made during the KYC process. Ensure compliance with data privacy regulations and internal data security protocols. Risk assessment and escalation: Perform and document customer risk assessment based on collected information. Escalate to relevant teams when identifying activities exceeding our internal risk tolerance. Identify potential money laundering and fraudulent activities and file Suspicious Activity Reports as needed, ensuring proper documentation and rationale. Customer communication: Effective communication with customers by the relevant communication channels that Wise operates with (e.g. phone, email, and chat). KPIs: Perform your tasks and responsibilities within the expected key performance indicators set by the leadership team. Other: Tasks that are related to the position and are assigned to you by your lead. Participating in meetings, training, internal and external events. If you are interested please copy paste below link in a browser and apply. https://wise.jobs/job/kyc-operations-associate-analyst-in-hyderabad-jid-1726 Post applying you will receive an online assessment your emails account, please complete it ASAP. We will reach out candidates who clear the assessment and schedule interviews.
Company Description Wise is a global technology company, building the best way to move and manage the worlds 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, Job Description More about our mission and what we offer, Were looking for a Employee Relations Specialist to join our People Services team in the India office This role suits someone who is passionate about all things ER, but also wants the unique opportunity to have an impact on Wises mission and support our Wisers, Leads and wider teams in delivering a seamless employee experience throughout the entire ?Wiserjourney, This role will report to our APAC Employee Relations Regional Lead, based in Singapore, Your Mission As one team, our vision is to create fast, convenient, transparent Wiser support, powered by smart tech and human advice To help us get there, youll have the exciting opportunity to own Employee Relations (ER) matters across a number of business functions in APAC, providing important insights and sound recommendations for policy and process changes, and ensuring key stakeholders are continually informed of legislation, law and regulation updates, Youll also provide input on team goals, KPIs, efficiencies, process improvements and future optimization of our People Services team, through deliverables in local and global projects, Heres how youll be contributing to the team: Being a trusted and accountable specialist supporting end-to-end ER matters within dedicated business functions Supporting and advising Wisers and Leads through a significant volume and range of situations, including complex cases (from internal conflict management to external escalated cases) You will also balance our exposure and appetite to risk in the process, Partner with ER Specialists around the globe in any cross-geographical ER cases, navigating complexity and flexibility with DEI, legal considerations and best practice, Collaborate with People Partners to complement their functional business insights with your ER data and expertise, Analyse and identify data-driven trends to help educate and advise our functions and the Senior Leadership team on business focus areas and better ER practices, Proactively keep up to date with local employment laws and working practices, sharing knowledge and collaborating with the other SMEs to ensure our guidelines, policies and processes are compliant and we continue to give customer-centric advice, Own and contribute to projects both on a local and global level, providing advisory input to help us collaboratively shape the future of Wise as we continue to grow, Update and deliver People-related training sessions in order to upskill our Leads and address knowledge gaps that are highlighted in our ER data, Provide additional support to the wider People team and other leaders with ad-hoc tasks/data queries and project-based work, This Role Will Give You The Opportunity To Contribute strategic thinking towards the bi-annual planning cycles: collate data on stakeholders team performance, share ideas for improvements and lead new projects, Create continuous improvement within the team: partner with your global team to recommend new approaches and changes in policy and procedures, co-creating solutions with a global and mass customization outlook, Maximise advisory impact and partnership: collaborate with the People Partners and senior stakeholders to share advisory data and trends to drive empowered and inclusive stakeholder relationships, Qualifications About you: Strong HR experience: previous and demonstrable experience in a HR Advisor / ER Specialist role within APAC, owning and advising on a range of ER matters end-to-end Including (not an exhaustive list); advising on capability and conduct cases, absence cases, supporting grievances, advise on and support with change management decisions, carrying out Exit Interviews and on the rare occasion support with external claims or disputes raised through statutory bodies, labor authorities or employment courts across APAC region, Subject matter expert in employment law and ER advice: Senior Leadership will look up to you for sound advice on a variety of complex cases You need to have strong knowledge of Indias employment law landscape, Strong growth mindset: being resilient to and excited about change in a hyper-growth environment, with the opportunities it brings and the multiple projects youll be involved with simultaneously This is a team effort but each Wisers contribution is crucial to Wises ongoing success, Data driven: you always start with data, facts and insights to help inform your approach through storytelling to solving problems and analysing needs, A heap of empathy and emotional intelligence: youll need to be able to communicate effectively and inclusively, both in person and in writing, and deal with confidential information in a professional manner, Adaptable: youll be as comfortable working with ambiguity as you are with certainty, as we need someone who can be agile enough to respond to changing priorities, but be able to have big-picture proactive thinking for the long-term path ahead, Collaborative: with tested communication and facilitation skills, you guide a vast variety of stakeholders, building and fostering relationships over time, but also not afraid to challenge through healthy discussions, Eagle-eyed attention to detail Ability to deal with confidential information in a professional manner Courageous and calm in challenging situations Some Extra Skills That Would Be Great Tech savvy: familiar with Google Suite, Slack, Workday, but also adept to learning new technology as we grow, Financial services experience: you possess deeper insight to empower our team further with our commercial strengths, weaknesses, opportunities and threats, Regional experience: you have employment law experience in other countries in the APAC region, Additional Information 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,
The Customer Support Senior Team Lead (CS STL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams. Job description: Understanding our values and acting based on them Being responsible for continuously re-evaluating teams KPIs so they adequately reflect the current situation and progress Weekly meetings with Team Leads (TL)s to provide appropriate feedback/support based on results/findings to improve overall performance Maintaining and improving cross office / cross team relationships and processes. Being able to support your team with operational tasks when needed and also doing operational tasks to keep up the relevant know how Communicating with the Customer Support (CS) Training coordinator / site to ensure appropriate training is provided. Communicating team's progress through KPI and other relevant analysis to other teams on a regular basis Representing the team in audits Owner of the teams’ travel and entertainment budget Responsible for the teams’ development, performance and efficiency Actively participate in hiring What we’re looking for: Based in our India office Leadership Experience - 2 years in an external CS organisation Prior experience working with Business Customers or Consumers. Passion for customer experience, technology, leading people and teams; Ability to multi-task and take responsibility in challenging situations, as well as ability to manage, delegate and oversee cross-team projects; Willingness to dive into numbers to support process improvements, prioritising, forecasting; Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player; Great cross team communication and listening skills; Good product knowledge.
Company Description Wise is a global technology company, building the best way to move and manage the worlds 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, Job Description More about our mission and what we offer, Salary Range: INR 1,150,000 To INR 1,375,000 + RSU's Annually Were looking for a Fincrime Outsourcing Coordinator in Hyderabad to join the FinCrime Vendor Management team, to support our vendor teams to achieve their goals We are specifically looking for an Outsourcing Coordinator for Sanctions, this means were looking for someone with previous FinCrime prevention experience or background, The Outsourcing Coordinator acts as a bridge between the internal and outsourced teams to track and support outsourced teams' performance, Your Mission, Should You Choose To Accept It Performance management Regularly monitoring the performance and training needs of the outsourced teams, to improve the quality of their work, Communication and change management Ensuring smooth communication flow between the internal and outsourced teams to ensure that the outsourced teams have access to the required materials and process guidelines to do their best work The Outsourcing Coordinator will liaise with Ops leadership and our Product team on outsourcing demand and capacity to ensure sufficient staffing and adherence to SLAs at all times, Working with data & reporting Working with the relevant Wise BI tools to ensure the vendors have access to and the ability to analyse relevant SLAs and agent performance data Addresses any issues with the reports and works on finding long term solutions, Process design and improvement The coordinator highlights technical and product gaps in our outsourcing, reports bugs and is the main contact for the relevant Wise operational team The Outsourcing Coordinator is responsible for creating, maintaining and updating procedures and processes for outsourcing teams and diligently documenting them, Onboarding procedures The Outsourcing Coordinator is responsible for onboarding any vendor new joiners to the Wise structure by managing the Contingent Workers space and cooperating with the Wise UT team, Qualifications Skills/requirements: Process knowledge This individual has either strong knowledge on our internal operational processes ('fully skilled') or is willing to go through intense, fast-tracked training on them, Analytics The Outsourcing Coordinator is experienced in using data to monitor and improve the productivity and quality of outsourcing teams, Preferred Skills And Experience 6-12 months of FinCrime prevention experience Sanctions compliance understanding Understanding of AML/CFT regulations and frameworks Knowledge of KYC/CDD procedures and requirements Familiarity with transaction monitoring and screening processes Additional Information Whats It Like To Work In The Team We collaborate with many different stakeholders, and will occasionally be challenged by pulling a number of projects simultaneously Sometimes our days are longer and more stressful, sometimes our days are shorter and more relaxed Its up to you to hold a healthy balance, We are all working on an agreement of honesty we do what we promise, ask help when its needed, help others if help is asked Every member of the team is crucial and has an effect on the rest of the 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, Show more Show less
Company Description Wise is a global technology company, building the best way to move and manage the worlds 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, Job Description More about our mission and what we offer, The Customer Support Senior Team Lead (CS STL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams, Job Description Understanding our values and acting based on them Being responsible for continuously re-evaluating teamsKPIs so they adequately reflect the current situation and progress Weekly meetings with Team Leads (TL)s to provide appropriate feedback/support based on results/findings to improve overall performance Maintaining and improving cross office / cross team relationships and processes, Being able to support your team with operational tasks when needed and also doing operational tasks to keep up the relevant know how Communicating with the Customer Support (CS) Training coordinator / site to ensure appropriate training is provided, Communicating team's progress through KPI and other relevant analysis to other teams on a regular basis Representing the team in audits Owner of the teamstravel and entertainment budget Responsible for the teamsdevelopment, performance and efficiency Actively participate in hiring What Were Looking For Based in our India office Leadership Experience 2 years in an external CS organisation Prior experience working with Business Customers or Consumers, Passion for customer experience, technology, leading people and teams; Ability to multi-task and take responsibility in challenging situations, as well as ability to manage, delegate and oversee cross-team projects; Willingness to dive into numbers to support process improvements, prioritising, forecasting; Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player; Great cross team communication and listening skills; Good product knowledge, Additional Information 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, Show more Show less
Heres how youll be contributing to the team: Lead the Engineering Team that develops Wises products that will be used by Wises Customers to service the Indian market. Disrupt the cross-border industry in India that is hugely dominated by Banks. Design onboarding and money movement solutions tailored to India markets by leveraging local KYC stack and payment ecosystem in India. Lead the development of robust systems to seamlessly onboard customers without delays, while being compliant to local regulations. Lead the development of scalable money movement systems that bring speed and convenience of domestic payment processing to cross border payments. Be responsible for the team that builds and maintains automations and tooling to process customer payments and data in a scalable and cost-efficient way. Utilise the observability stack and analytics to identify gaps, and unlock new opportunities for growth and operational excellence. Collaborate with various stakeholders throughout Wise, plan roadmaps and vision of India Product with key stakeholders, and work through challenges to determine scope and realistic delivery. Be responsible for running the engineering rituals of the team to be agile in product development. Be responsible for the growth and development of engineers in the team through constructive feedback, calibration and performance evaluation process.
Wise is opening a new office in Hyderabad that will be in the heart of product development of the company. We're looking for a Senior Full Stack Engineer to join our very first product team in Hyderabad which will be part of Asia & Pacific regional expansion. APAC customers are a strong contributor to the Wise's growth. India plays a crucial part of it. A big part of this growth comes from new customer acquisitions, so having a fast, convenient and delightful customer onboarding journey and money movement are central to this growth. Thats the mission of the India Product team, and were looking for people who can make this happen. If this sounds like an exciting challenge, wed love to hear from you! Heres how youll be contributing to the team: Develop Wises products that will be used by Wises Customers to service the Indian market. Disrupt the cross-border industry in India that is hugely dominated by Banks. Design onboarding and money movement solutions tailored to India markets by leveraging local KYC stack and payment ecosystem in India. Develop robust systems to seamlessly onboard customers without delays, while being compliant to local regulations. Develop scalable money movement systems that bring speed and convenience of domestic payment processing to cross border payments.... Build and maintain automations and tooling to process customer payments and data in a scalable and cost-efficient way. Utilise the observability stack and analytics to identify gaps, and unlock new opportunities for growth and operational excellence. Collaborate with various stakeholders throughout Wise, plan roadmaps with your team, and work through challenges to determine scope and realistic delivery Qualifications A bit about you: You have solid Java 17 plus knowledge and experience with Spring framework You have experience working with relational and non-relational databases, query optimisation and schema design You approach challenges with a strong product mindset, prioritise customer needs and make data-driven decisions to fix customer pain-points You have experience mentoring junior engineers and setting them up for success. You have led the design and development of complex engineering solutions and understand their broader impact on business outcomes. You have excellent communication skills and can articulate complex, technical concepts to non-technical audience You provide technical guidance and mentorship to junior and mid-level developers You have front end experience with one of JavaScript frameworks like React, Angular, or other You are familiar with Continuous Integration and deployment frameworks but dont worry we dont expect you to know everything! Some extra skills and experiences that would be great: You have experience with financial systems including how payments and digital onboarding flows work. You have experience in technical leadership - maintain technical excellence of your team, managing performance, giving feedback, and coaching engineers to thrive. What you can expect as an Engineer at Wise: We don't measure seniority by years of experience, but by the impact you create and the complexity of problems you can help solve. As a Senior software Engineer at Wise, you would be given the licence to: Lead medium to large (8-16 engineering weeks) sized projects that have a meaningful impact on Wise product and customers for more than 5 years Own the technical domain of your team with a view on how it should move forward Propose ideas to improve and grow your teams product Embrace long-term ownership of projects while training other engineers to reduce single points of failure Architect and design services that allow for iterative delivery and future scaling Collaborate closely across functions like product, analytics, design, and operations to ensure smooth and effective delivery.
Were looking for a Product Compliance Senior Manager to lead our growing team in India and to help out build and improve our Wise products in a compliant way in India. This role is a first line Compliance role, giving you a unique opportunity to advise and work closely with our India Product Team and have an impact on . You, together with the team in India, will be responsible for: Compliantly creating and improving our amazing products in India: Deeply understand regulatory needs, translate this into solutions and work together with the Product Teams to build compliant new products and services in a customer oriented way; Perform regulatory analysis of new products and services, and ensure controls are implemented appropriately prior to launch. Regulatory risk and remediation: By understanding both the Wise product deeply enough and the local regulatory expectations - support Product and other teams on how to interpret the local regulatory requirements, improve processes and our product to avoid regulatory breaches and/or incidents; In collaboration with second line Compliance and Risk, identify and align on the main regulatory risks in India. Present this in a very clear and understandable way to the wider teams, to work with them on defining the solutions and how this should be executed. Third party relationships: Represent Wise in external meetings (with for example regulators, bank partners, auditors), being able to clearly and effectively articulate all Wise Products ; Provide input on regulatory related matters, always representing Wise customer-oriented culture while ensuring compliance. This role will give you the opportunity to: Grow your hands-on Fintech knowledge at full speed; Keep compliance right at the heart of the product development cycle, in a fast-moving environment Be empowered to identify regulatory problems and opportunities and take a lead in the solution design and implementation Work together with all our amazing teams globally Qualifications Expertise / Experience: Previous financial regulation advisory role or experience in a compliance/legal department, risk and control function or in a consultancy environment. You have experience dealing with regulatory audits and understand the expectations of local regulators/policymakers; Expert in regulatory and fincrime compliance (or both) having a background in Financial Regulation and a thorough knowledge of regulations in India; Ability to analyse and interpret complex regulatory frameworks and apply them effectively; Ability to prioritise effectively and call-out what are the key areas of improvement and implementation required from a regulatory point of view; Ability to effectively communicate with Product Managers and Engineers and provide practical, actionable, and value added recommendations; Other: Problem solving attitude, with the ability to use regulation together with data to drive business decisions; A natural owner, that drives and delivers project from inception to completion, timely and with attention to the details; A true team player with a collaborative spirit and the ability to work effectively with different stakeholders, such as Product and Compliance; Legally authorised to work in India; Willingness to travel, as Wise offices are located across different countries;
Company Description Wise is a global technology company, building the best way to move and manage the worlds 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, Job Description More about our mission and what we offer, Here at Wise we're working to create a seamless IT experience by offering all the tools and permissions people need to do the best work they can, and simultaneously avoid being a speed hump We have a highly mobile, geographically diverse work environment and currently we look after 20 offices of varying sizes, The teams that support all this are called User Technology (UT) UT comprises autonomous teams that build and maintain everything needed to support our company mission These teams include device management, conferences and events, network infrastructure, service management and user access management organised into various engineering and support functions We already have an amazingly dedicated and talented team of 100 technicians and engineers Wisers, We are looking for an Experienced IT Support Specialist to join our Team in our Hyderabad office Our mission is to support everyone in Wise through ensuring were offering the best equipment, keeping it safe and running in peak condition, Key Responsibilities Provide IT support and troubleshooting for both Windows and Apple environments, Manage endpoint support, including expertise in Kandji and Intune, Identify and suggest potential areas for improvement, Be an encyclopaedia on Wise's IT products and services, Document work thoroughly and create guides for fellow technicians and customers, Install, modify and repair computer hardware and software, Help acquaint new users with tools & tech in Wise, Ensure high-quality ticket management and understand the importance of efficient issue tracking, Procurement and vendor management, Qualifications A Bit About You Have 2 years or more experience in an onsite IT support role, Proficient in troubleshooting Windows and Mac operating systems, Hands-on experience with endpoint management tools such as Kandji and Microsoft Intune, Excellent documentation skills, including the ability to create guides and manuals, Experience with Jira/Atlassian or similar ticketing/project management tools, Experience with 2FA solutions such as OKTA, You enjoy helping people and solving problems by nature, Ability to work under pressure, Passionate about computing and user experience, Comfortable working both independently and as part of the team as the situation requires, Researching solutions and the latest technology is second nature to you, If you are a dedicated IT support technician with a passion for solving complex problems and helping others succeed, we encourage you to apply Join our team and be a part of our mission to deliver exceptional IT support and innovation, Additional Information Salary Range: 4 9 Lakhs 8 05 Lakhs per annum + RSUs Please only consider applying if your salary expectations fall within this stated range, as the range is fixed at this time, 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,
Job Location: Hyderabad (candidates must relocate to Hyderabad from Vizag) Salary: 5.2 LPA to 6 LPA + RSUs (1.6 lacs worth Company shares) Benefits: Insurance , 2 way transport and meals in office (2 times a week) Shifts & week offs: Rotational Work mode: In office (Hyderabad) Experience: 1 year to 6 years (Freshers are not eligible) As a KYC Operations Associate Analyst, you will play a critical role in ensuring that Wise adheres to regulatory and compliance requirements. You will be responsible for conducting thorough customer due diligence, analysing customer activities, and ensuring that our KYC records are kept up to date according to our internal standards. This role is a great opportunity for people who are interested in development in the KYC domain. Job Responsibilities Customer and business onboarding: Conduct initial and ongoing Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews. Take risk-based-approach decisions in your reviews ensuring risk mitigation standards are met. Collect, analyse, and verify customer information according to KYC/AML guidelines and understand potential risks associated with each customer type. Assess customer identity documents, online company registries, complex business structures, ultimate beneficial ownership, customer source of wealth documentation, adverse media screening and other sources to make your decisions. Transaction monitoring and periodic reviews: 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. Documentation and record keeping: Ensure customer records are accurate and updated as required. Maintain organised and detailed records of customers and decisions made during the KYC process. Ensure compliance with data privacy regulations and internal data security protocols. Risk assessment and escalation: Perform and document customer risk assessment based on collected information. Escalate to relevant teams when identifying activities exceeding our internal risk tolerance. Identify potential money laundering and fraudulent activities and file Suspicious Activity Reports as needed, ensuring proper documentation and rationale. Customer communication: Effective communication with customers by the relevant communication channels that Wise operates with (e.g. phone, email, and chat). KPIs: Perform your tasks and responsibilities within the expected key performance indicators set by the leadership team. Other: Tasks that are related to the position and are assigned to you by your lead. Participating in meetings, training, internal and external events. Basic qualifications A minimum of 1+ years of experience in Operations, (preferably in CDD/EDD/AML or compliance roles). Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts. Basic knowledge of global KYC/AML compliance regulations and standards. 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 organizational 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. 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. Below are the details of Recruitment drive. Date: 18th Oct, 2025 (Saturday) Walk in time: 9:00 AM to 10:00 AM Venue: Seminar Hall, Block 7, 1st floor Dr Lankapalli Bullayya College of Engineering (A), New Resapuvanipalem, Visakhapatnam 530013 Map: https://share.google/3q5I4lOgjWNHdva2a Please carry below to the event: * Govt ID proof for enter to campus. * 2 copies of resume * Wired headset (this may be needed for online assessments) Rounds of interview: - Presentation - Assessments - Interviews - Offers for selected candidates
Heres how youll be contributing to the team: Develop Wises products that will be used by Wises Customers to service the Indian market. Disrupt the cross-border industry in India that is hugely dominated by Banks. Design onboarding and money movement solutions tailored to India markets by leveraging local KYC stack and payment ecosystem in India. Develop robust systems to seamlessly onboard customers without delays, while being compliant to local regulations. Consistently work towards technical excellence of the team. Lead large scale projects that require heavy collaboration with teams across Wise, globally, that have impact beyond the team. Develop scalable money movement systems that bring speed and convenience of domestic payment processing to cross border payments. Build and maintain automations and tooling to process customer payments and data in a scalable and cost-efficient way. Utilise the observability stack and analytics to identify gaps, and unlock new opportunities for growth and operational excellence. Collaborate with various stakeholders throughout Wise, plan and contribute to the product and technical roadmaps of your team Qualifications A bit about you: You have solid Java 17 plus knowledge and experience with Spring framework You have experience working with relational and non-relational databases, query optimisation and schema design You approach challenges with a strong product mindset, prioritise customer needs and make data-driven decisions to fix customer pain-points You have experience mentoring junior engineers and setting them up for success. You have led the design and development of complex engineering solutions and understand their broader impact on business outcomes. You have excellent communication skills and can articulate complex, technical concepts to non-technical audience You provide technical guidance and mentorship to junior and mid-level developers You have front end experience with one of JavaScript frameworks like React, Angular, or other You are familiar with Continuous Integration and deployment frameworks but dont worry we dont expect you to know everything! Additional Information Some extra skills and experiences that would be great: You have experience with financial systems including how payments and digital onboarding flows work. You have experience in technical leadership - maintain technical excellence of your team, managing performance, giving feedback, and coaching engineers to thrive. What you can expect as an Engineer at Wise: We don't measure seniority by years of experience, but by the impact you create and the complexity of problems you can help solve. As a Senior software Engineer at Wise, you would be given the licence to: Lead large (12+ engineering weeks) sized projects, from scoping till Business As Usual, that have a meaningful impact on Wise product and customers. Own the technical domain of your team with a view on how it should move forward. Contribute to improving and growing your teams product. Embrace long-term ownership of projects while mentoring other engineers to reduce single points of failure. Architect and design services that allow for iterative delivery and future scaling. Collaborate closely across functions like product, analytics, compliance, design, and operations to ensure smooth and effective delivery.
Wise Payments is hiring for Workforce Management Senior Specialist roles in Kolkata for Hyderabad location. Below are the details. Job Location: Hyderabad (candidates must relocate to Hyderabad from Kolkata) Role: Workforce Management Senior Specialist Salary: 11 LPA to 20 LPA + RSUs Benefits: Insurance, 2 way transport and meals in office (2 times a week) & Relocation benefit of 75,000 INR (one time payment) Shifts & week offs: Rotational Work mode: In office (Hyderabad) Experience: 3 year to 10 years Link to apply: https://wise.jobs/job/workforce-management-senior-specialist-in-hyderabad-jid-1822 (Copy and paste this link in a browser to apply) The application deadline is November 5, 2025 . We will review applications and contact shortlisted candidates via mobile/email with an invitation and the specific venue details for the Kolkata recruitment drive . _______________________________________________________________________________________________ Job Description: Were looking for a Workforce Management Senior Specialist to join our team in the Hyderabad office! As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. Youll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with a deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work. Your Mission Know exactly where SLAs and our metrics stand at any given time Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve Introduce alternative forecasts when asked, based on the situation Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents Ensure your stakeholders are constantly aware of what youre working on and how youre supporting them, actively aligning on priorities and action plans Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimize to SLAs Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices This role will give you the opportunity to Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools.
Job Location: Hyderabad (candidates must relocate to Hyderabad from Kolkata) Designation: KYC Operations Associate Analyst Salary: 5.2 LPA to 6 LPA + RSUs (1.6 lacs worth Company shares) Benefits: Insurance , 2 way transport and meals in office (2 times a week) Shifts & week offs: Rotational Work mode: In office (Hyderabad) Experience: 1 year to 6 years (Freshers are not eligible) As a KYC Operations Associate Analyst, you will play a critical role in ensuring that Wise adheres to regulatory and compliance requirements. You will be responsible for conducting thorough customer due diligence, analysing customer activities, and ensuring that our KYC records are kept up to date according to our internal standards. This role is a great opportunity for people who are interested in development in the KYC domain. Job Responsibilities Customer and business onboarding: Conduct initial and ongoing Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews. Take risk-based-approach decisions in your reviews ensuring risk mitigation standards are met. Collect, analyse, and verify customer information according to KYC/AML guidelines and understand potential risks associated with each customer type. Assess customer identity documents, online company registries, complex business structures, ultimate beneficial ownership, customer source of wealth documentation, adverse media screening and other sources to make your decisions. Transaction monitoring and periodic reviews: Review customer transaction history and provide insights into customer behavior patterns that may indicate risks. Conduct periodic reviews and analyze changes in customers history and account usage. Documentation and record keeping: Ensure customer records are accurate and updated as required. Maintain organised and detailed records of customers and decisions made during the KYC process. Ensure compliance with data privacy regulations and internal data security protocols. Risk assessment and escalation: Perform and document customer risk assessment based on collected information. Escalate to relevant teams when identifying activities exceeding our internal risk tolerance. Identify potential money laundering and fraudulent activities and file Suspicious Activity Reports as needed, ensuring proper documentation and rationale. Customer communication: Effective communication with customers by the relevant communication channels that Wise operates with (e.g. phone, email, and chat). KPIs: Perform your tasks and responsibilities within the expected key performance indicators set by the leadership team. Other: Tasks that are related to the position and are assigned to you by your lead. Participating in meetings, training, internal and external events. Basic qualifications A minimum of 1+ years of experience in Operations, (preferably in CDD/EDD/AML or compliance roles). Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts. Basic knowledge of global KYC/AML compliance regulations and standards. 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 organizational 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. 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. Below are the details of Recruitment drive. Date: 8th Nov, 2025 (Saturday) Walk in time: 9:00 AM to 10:00 AM Venue: Techno Main Salt lake , Phase - III building , 11th floor, EM 4/1, Salt Lake, Sec - V, Kolkata - 700091 Map: https://share.google/hQXdguyTTTx6zcq7Q Please carry below to the event: * Govt ID proof for entry to campus. * 2 copies of resume * Wired headset (only 3.5 MM jack, Type C will not be useful) Rounds of interview: - Presentation - Assessments - Final round - Results of final round will be shared via email by 11th Nov, 2025
Your mission will be to deeply understand the needs of Indian customers and help your team to focus on solving their most critical problems. The focus of this team is to ensure that customers in India use Wise in the most seamless, cost-effective, convenient, and fast way. The goal for you, in this role will be to focus on and impact parts of our product that will help us scale 10x as we enable core functionality for global money transfers. You will also help create a roadmap for Wises expansion in India, and bring more of Wises features to the country. How youll contribute: Provide data drive insight to inform product decisions, from improving our onboarding flow to reduce friction using one product. Partner with Product Managers and other Analysts to set KPIs for the India team and monitor new product features impact on conversion, stickiness and engagement. Understand customers and the impact of our product on their lives. Build conviction on high-value areas and challenge them if there are faster or more effective ways to grow the market. Develop and execute a strategic roadmap for Wises expansion in India, introducing more of Wises innovative features to the market. Inspire a team environment where ideas are shared and openness is valued. Make contributions to the wider product goals of the company to achieve our Mission: Money without borders. Work cross-functionally with global teams to ensure alignment and integration of regional initiatives with Wises overall strategy. This role will give you the opportunity to: Choose your path to impact we believe people are most empowered when they can act autonomously. So rather than telling you what to do, youll work with your team to create a vision of your own. Of course, you can always gather feedback from smart, curious people across Wise but youll have the freedom to make your own calls Grow as a Product Analyst Grow and inspire your team and others across Wise Get amazing exposure to the full breadth and depth of our product while working with a group of multi disciplinary teams of amazing, smart and dedicated product analysts, engineers, product managers, researchers, designers and many more The freedom to have real impact The opportunities youll identify are key to Wise reaching future millions of customers and redefining how payments work internationally at scale
Salary: 10.5 LPA + RSUs Shifts & week offs: Rotational Work mode: In office Experience: 5 to 10 years As a KYC Operations Team Lead you will oversee the daily operations of a team of KYC Analysts. Your team is responsible for conducting thorough customer due diligence reviews, analysing various customer and business activities, and ensuring that our KYC records are kept up to date according to our internal policies. The KYC Operations Team Lead is a people lead with a mindset focused on building processes that put our customers first while being aware of the risks surrounding the industry and the wider regulatory environment. Job Responsibilities Team Leadership Lead by example and drive a customer focused mindset across your team. Promote a culture of ownership and accountability. Build high-performing teams that value knowledge sharing and continuous learning. People management Coach and develop a strong team of KYC Analysts. Come up with initiatives to help your team to grow their skills, behaviours, and competencies. Design and manage development plans on identified opportunities. Conducts career map check-ins and makes recommendations for promotions, salary raises, and other decisions. Operational management Identify and propose opportunities for process improvements. Collaborate with central functions and other operational teams as needed to increase operational efficiency. Provide guidance and support on complex, high-risk cases and escalations. Be on top of admin related tasks including but not limited to scheduling, training, hiring, interviewing, organising team activities, and others. Performance management Measure team KPIs and ensure performance targets and quality standards are met while maintaining focus on customer experience. Conduct regular one on one coaching sessions, usually on a weekly or biweekly basis. Run team meetings to ensure that your team is kept up to date with the latest information, share best practices and enhance overall team spirit. Expertise Sharing Be a subject matter expert in your area with the ability to train and coach your team on operational topics. Maintain a good understanding of our regulatory obligations, internal policies, and applying a risk-based approach to deterring and preventing money laundering and financial crime. Able to perform deep dives, understand root causes of problematic cases and propose solutions to senior leadership. Planning and execution Ensure key performance indicators are being met and provide insights to other stakeholders. Take full accountability in delivering your own initiatives and making sure your team is making progress on their goals. Stakeholder management and communication Collaborate closely with your stakeholders ensuring clear communication and coordination of actions. You communicate mindfully and professionally while choosing the right formats and platforms to convey your message to a wider audience in a timely manner. Your initiatives and reports are well documented and it has a clear scope that includes potential impact in different areas. Qualifications Excellent verbal and written English skills (additional language skills are a plus) with the ability to clearly articulate your thoughts. 1-2 years experience of leading small to medium sized teams. A minimum of 2+ years of experience in Operations (preferably in CDD/EDD/AML or Risk Assessment domain). Good understanding of the regulatory framework surrounding KYC/AML. You are punctual, independent, proactive and willing to get things done. You are a fast learner, willing to become a Subject Matter Expert for your team and support them in their problem solving. You have excellent communication and interpersonal skills, strong organisational skills, great time management, and ability to work in a fast paced and high pressure environment. Ability to multi-task and take responsibility in challenging situations; You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels. Proven track record of taking individual ownership and responsibilities as well as being a great team-player Ability to analyze and move the team's metrics. Nice to have: Education: Bachelors degree in Finance, Business Administration, Law, or related field. Certifications: ICA, CAMS, or equivalent certification (EDD/AML focused). 1-2 years experience in KYC/AML, financial crime, compliance, or a related field within the financial services industry. Ability to use analytics tools like, looker, superset, or other. If you are interested please copy paste below link in a browser and apply. https://wise.jobs/job/kyc-operations-team-lead-consumer-in-hyderabad-jid-1631 Post applying you will receive an online assessment your emails account, please complete it ASAP. We will reach out candidates who clear the assessment and schedule interviews.
Role Purpose: The main role of a Complaints Officer is investigating complaints and providing customers with a final response in a timely manner A Stage 1 Complaints Officer will ensure that customers receive the fairest possible outcomes to their complaints in the necessary timeframe The role requires an understanding of our regulatory obligations, knowledge of different jurisdictions, and working efficiently while handling multiple complaints at once While working with these complex complaints the Officer will work closely with stakeholders, all servicing teams and their team leads The Complaints Officer has a great overview of the customer experience and is able to provide valuable feedback to our internal teams This is a crucial part of the daily duties that helps Wise improve our product and our internal processes The Complaints team exists to ensure we treat customers fairly and protect the company from regulatory, financial and reputational risk We right wrongs through fairness, accountability and transparency Investigate complaints: Review the customer complaint and understand where the issue lies using our internal tools as well as external resources. Focus on root cause analysis. This involves digging deeper into the underlying reasons behind customer complaints to identify systemic issues or recurring problems that need to be addressed at the organisational level. Reach out to relevant teams for further information where needed. Making sure your communication is clear and concise with internal stakeholders such as customer support teams, product teams, and legal/compliance departments, to ensure timely resolution of complaints and implementation of corrective actions. Reference the relevant terms of use and customer agreement and resolve the complaint case with a final response. Find out if we made a mistake in handling a customers case. Use Ninjas, Watson, Zendesk, Twilio, Slack etc effectively and to help support the solution of your cases. Write Final responses to complaints: Possessing knowledge of relevant regulations, such as consumer protection laws, data privacy regulations (including GDPR), and financial services. Drafting final responses with a focus on regulatory compliance. Referencing the relevant Terms of Use document and attaching it to the final response, which includes a complaint summary, timeline of events, investigation, complaint outcome, and availability of arbitration bodies. Adopting a customer-focused approach when handling complaints, showing empathy, listening to customer concerns, and aiming to provide solutions that enhance customer satisfaction. Administrative duties: Timely completion of all administrative tasks in accordance with regulatory requirements. Maintaining updated systems and notes, ensuring proper record keeping and audit trails. Trainings and personal development: Completing all mandatory training/s on time. Prioritising professional development and utilising the available budget for training and development purposes. Provide support to the Customer Support Team and other operational teams with complaints/difficult cases by providing guidance: Respond to messages and inquiries in a timely manner and provide detailed information for other teams. Use the correct internal processes to raise issues and process improvements. Offer solutions when raising an issue to help progress the solution Provide feedback to operational and/or product teams when things have gone wrong for customers or you notice trends. Qualifications About You: Youre experienced with at least 1-2 years of experience in handling L1,L2 complaints, (specially from fintech/BPO background) Youre knowledgeable you understand procedures and processes, stay up-to-date, and understand Wise's products, tools, and policies. You proactively solve problems identifying and addressing issues to implement improvements that benefit customers and the team. Youre customer-centric always prioritising customer satisfaction and advocating for their needs within the organisation. You embrace adaptability readily accepting change and quickly integrating new processes while maintaining quality. Youre a team player sharing knowledge and resources to ensure team success and actively engaging in discussions. Youre a strong communicator tailoring your communication to suit diverse audiences with clarity and respect. You make data-driven decisions leveraging data to inform your actions and enhance your impact. You take ownership fully committing to your tasks and consistently striving to meet or exceed KPIs.
What youll do: Develop and execute comprehensive communications plans: Build and implement integrated PR strategies that elevate the Wise story across fintech, business, and consumer media. Think speaking to the Indian diaspora sending money home, growing businesses with international ambitions, traditional banks looking to modernise their cross-border payments, and policymakers focused on financial inclusion Drive high-quality execution: Manage everything from press release drafting to media relationship building, event coordination to crisis response, ensuring consistent excellence across all communications activities Build the function from scratch: Establish processes, media databases, and workflows as the founding communications person in India, creating systems that will support our growth Cultivate strategic media relationships: Build and maintain relationships with India's top-tier financial and business media including Economic Times, Business Standard, Mint, and emerging fintech publications Generate consistent media coverage: Secure regular earned media placements (for product launches, partnership announcements and thought leadership) that position Wise as a leading voice in cross-border payments Plan and execute integrated campaigns: Develop culturally relevant campaigns that resonate amongst Handle crisis and issues management: Lead rapid response communications during sensitive situations, coordinating with global teams as needed Drive performance measurement: Track and report on PR activities with clear metrics that demonstrate impact and inform future planning Qualifications What you'll bring: Proven PR execution experience: You've spent several years as a senior PR professional, ideally working under a Head of Communications or PR Director where you've developed and driven high-quality work. This role represents a step up in scope and ownership for you. Bonus points for fintech, banking, or payments experience. Deep India market expertise: You understand India's complex media ecosystem, regulatory environment, and cultural nuances with established relationships across business media. You can navigate everything from tier-1 national publications to regional business coverage and understand the unique needs of different audience segments. Autonomous operator: You're comfortable being the sole communications person on the ground, managing everything from strategy development to hands-on execution. You know when to seek guidance from leadership and when to make decisions independently. Strong writing and media relations skills: Crafting press releases, pitches, campaign briefs and thought leadership pieces is second nature to you. You have a proven ability to generate consistent media coverage and maintain strong journalist relationships. Cross-cultural collaboration: You excel at working across time zones with global teams while adapting messaging for local Indian audiences. You're comfortable receiving strategic direction from APAC leadership while being trusted to execute independently in the market. Fluency in English is essential, additional Indian languages beneficial. Crisis management experience: You can handle sensitive communications situations with composure, with experience managing issues in regulated or complex environments. Mission-driven growth mindset: You're looking for an opportunity to step up, take on more ownership, and grow into a more senior communications role over time. You're excited about building something from scratch with support and guidance from experienced leaders.
We are looking for a Workforce Management Senior Specialist to join our team in the Hyderabad office! As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. Youll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with a deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work. Your Mission Know exactly where SLAs and our metrics stand at any given time Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve Introduce alternative forecasts when asked, based on the situation Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents Ensure your stakeholders are constantly aware of what youre working on and how youre supporting them, actively aligning on priorities and action plans Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices This role will give you the opportunity to Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools. Qualifications Have at least 3-4 years of relevant Workforce Management experience (In-house WFM will be a plus). You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. Additionally, you are dedicated to our mission at Wise and prioritise customer satisfaction. Youre a good communicator. Youve got excellent verbal and written English skills and youve worked internationally, cross-team, or cross-geo before, so youll quickly pick up on how best to communicate effectively across different cultures and time zones. We want someone who can effectively communicate complex information clearly to a non WFM/technical audience. You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation. You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances You understand numbers. Youre keen to work with numbers and use them as a guide to solve problems but can also keep a human aspect in mind Lean knowledge to document and improve processes in a structured manner is preferred but not required
Role Purpose: As a Global Complaints Team Lead at Wise, you will be instrumental in ensuring that our customers receive exceptional service and that their concerns are addressed promptly and effectively. Your primary purpose will be to execute a robust complaints management strategy that aligns with regulatory standards and supports our commitment to transparency and customer satisfaction. You will lead a dedicated team of Complaints Officers, providing guidance, coaching, and support to ensure that all complaints are handled efficiently and in accordance with established procedures. By analysing complaints data and identifying underlying trends, your aim will be addressing root causes and enhancing our overall customer experience. This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to minimise complaints and optimise customer outcomes. Manages the Complaints team on an individual and team level: People Management-providing ongoing coaching and mentoring to support individual growth and development in weekly check-in sessions and monthly 1x1 sessions. Making sure team members complete training and teams knowledge is up to date with regulatory and compliance related matters. Manage their teams capacity, plan in advance and hire in line with company policy when there is a need to scale the team further. Absence management of their team (team holidays are taken, documented on Workday and relevant excel sheets) time entries are double checked and approved before payroll cut-off. Keeping team members engaged through organising team building activities and events. Performance Management: Own the performance of your team and deliver departmental KPI's that enable the Complaints function to be successful. Setting clear quantitative / qualitative and behavioural performance expectations, assessing performance against KPIs, and providing regular feedback to help team members improve Has great knowledge of complaints jurisdictions targets and KPIs- Is available for the team when they need support. Execute on strategy and improve operational efficiency: Aligning team objectives with broader organisational goals, ensuring the team is clear on the strategy and understands how their work supports it, and developing strategies to achieve targets. Play a key role in terms of stakeholder management. Provide support to stakeholders, build relationships with them and seek feedback from them and manage their expectations. Serve as a subject matter expert on complaints management during cross-functional projects, providing guidance on best practice and regulatory requirements. Maintain a proactive approach to risk management, identifying emerging trends and potential issues and help deliver strategies to mitigate risks associated with complaints. Continuously evaluate and enhance the operational delivery of complaints, as per the strategy, to drive improvements in their team`s performance, customer experience and compliance. Ensure that all complaint handling activities are properly documented and recorded in accordance with regulatory requirements. This includes maintaining detailed records of complaints, responses, and resolution outcomes, as well as preparing regular reports on complaint handling metrics and trends for management review. Develop talent mapping approaches that help identify everything from future talent that requires nurturing to current gaps within the performance of your team. Remedy any performance gaps utilising the relevant people policy as a guideline. Change Management: Suggest innovative solutions and best practice to reduce complaint resolution times and enhance the overall quality of responses to customer concerns. Using data and analytics, identify recurring issues and root causes of complaints leading to targeted process improvements and service enhancements. Actively participate in effective change management by communicating changes to their team and stakeholders. Help create and maintain a culture of continuous learning and improvement, encouraging experimentation and knowledge sharing to drive innovation. Suggest continuous improvement initiatives within the complaints team to enhance efficiency, effectiveness, and customer satisfaction. This includes soliciting feedback from team members, analysing performance metrics, and implementing process improvements to streamline workflows and reduce turnaround times. Customer Experience Enhancement: Execute strategies and initiatives to enhance customer experience through effective complaints resolution and proactive management. Implement feedback loops to capture customer insights and integrate them into initiatives that support service improvement and product development. Champion a customer-centric approach to complaints handling, advocating for proactive communication. Act as the voice of the customer from a complaints perspective, ensuring that you make a valid contribution to efforts that gravitate around improving our customer's service experience. Advocate for the needs and interests of customers within the organisation, ensuring that complaints are addressed promptly, fairly, and transparently. This involves representing the voice of the customer in internal discussions and decision-making processes, and advocating for changes or improvements to products, services, or processes based on customer feedback. Continuous Professional Development Stay current with industry trends, best practice and emerging technology in complaints management. Work on complaints regularly and also escalated cases to make sure your product knowledge is on a high level. Pursue professional development opportunities such as certifications, workshops and conferences related to customer advocacy and complaints management. Qualifications About you: Youre experienced with a background in Complaints or Customer Experience. Youre a leader you have a track record of driving change and innovation while aligning your team with organisational goals. Youre a problem solver you identify impactful problems and ensure ownership and resolution. You empower your team you adapt your leadership style to coach and support team members and foster career growth. You manage performance effectively you set clear expectations, coach your team, and provide actionable feedback. Youre a change champion you embrace new solutions and drive process improvements, never settling for "good enough." You make data-driven decisions you confidently use data and key metrics to guide your team and enhance performance and impact. Youre customer-focused you provide clarity on customer needs and ensure team goals prioritise customer impact. You communicate openly you model inclusive leadership and encourage respectful and transparent communication. You take ownership you fully commit to your responsibilities, always striving to meet or exceed performance targets.
We are looking for a Senior Employee Relations Advisor to join our People Services team in the India office. This role suits someone who is passionate about all things ER, but also wants the unique opportunity to have an impact on and support our Wisers, Leads and wider teams in delivering a seamless employee experience throughout the entire Wiser journey. This role will report to our APAC Employee Relations Regional Lead, based in Singapore. Your mission: As one team, our vision is to create fast, convenient, transparent Wiser support, powered by smart tech and human advice. To help us get there, youll have the exciting opportunity to own Employee Relations (ER) matters across a number of business functions in APAC, providing important insights and sound recommendations for policy and process changes, and ensuring key stakeholders are continually informed of legislation, law and regulation updates. Youll also provide input on team goals, KPIs, efficiencies, process improvements and future optimization of our People Services team, through deliverables in local and global projects. Heres how youll be contributing to the team: Being a trusted and accountable specialist supporting end-to-end ER matters within dedicated business functions. Supporting and advising Wisers and Leads through a significant volume and range of situations, including complex cases (from internal conflict management to external escalated cases). You will also balance our exposure and appetite to risk in the process. Partner with Employee Relations Advisors around the globe in any cross-geographical ER cases, navigating complexity and flexibility with DEI, legal considerations and best practice. Collaborate with People Partners to complement their functional business insights with your ER data and expertise. Analyse and identify data-driven trends to help educate and advise our functions and the Senior Leadership team on business focus areas and better ER practices. Proactively keep up to date with local employment laws and working practices, sharing knowledge and collaborating with the other SMEs to ensure our guidelines, policies and processes are compliant and we continue to give customer-centric advice. Own and contribute to projects both on a local and global level, providing advisory input to help us collaboratively shape the future of Wise as we continue to grow. Update and deliver People-related training sessions in order to upskill our Leads and address knowledge gaps that are highlighted in our ER data. Provide additional support to the wider People team and other leaders with ad-hoc tasks/data queries and project-based work. This role will give you the opportunity to: Contribute strategic thinking towards the bi-annual planning cycles: collate data on stakeholders team performance, share ideas for improvements and lead new projects. Create continuous improvement within the team: partner with your global team to recommend new approaches and changes in policy and procedures, co-creating solutions with a global and mass customization outlook. Maximise advisory impact and partnership: collaborate with the People Partners and senior stakeholders to share advisory data and trends to drive empowered and inclusive stakeholder relationships. About you: Strong HR experience: previous and demonstrable experience in a HR Advisor / ER Specialist role within APAC, owning and advising on a range of ER matters end-to-end. Including (not an exhaustive list); advising on capability and conduct cases, absence cases, supporting grievances, advise on and support with change management decisions, carrying out Exit Interviews and on the rare occasion support with external claims or disputes raised through statutory bodies, labor authorities or employment courts across APAC region. Subject matter expert in employment law and ER advice: Senior Leadership will look up to you for sound advice on a variety of complex cases. You need to have strong knowledge of Indias employment law landscape. Strong growth mindset: being resilient to and excited about change in a hyper-growth environment, with the opportunities it brings and the multiple projects youll be involved with simultaneously. This is a team effort but each Wisers contribution is crucial to Wises ongoing success. Data driven: you always start with data, facts and insights to help inform your approach through storytelling to solving problems and analysing needs. A heap of empathy and emotional intelligence: youll need to be able to communicate effectively and inclusively, both in person and in writing, and deal with confidential information in a professional manner. Adaptable: youll be as comfortable working with ambiguity as you are with certainty, as we need someone who can be agile enough to respond to changing priorities, but be able to have big-picture proactive thinking for the long-term path ahead. Collaborative: with tested communication and facilitation skills, you guide a vast variety of stakeholders, building and fostering relationships over time, but also not afraid to challenge through healthy discussions. Eagle-eyed attention to detail Ability to deal with confidential information in a professional manner Courageous and calm in challenging situations Some extra skills that would be great: Tech savvy: familiar with Google Suite, Slack, Workday, but also adept to learning new technology as we grow. Financial services experience: you possess deeper insight to empower our team further with our commercial strengths, weaknesses, opportunities and threats. Regional experience: you have employment law experience in other countries in the APAC region.