• Location
    • Tallinn
  • Date Posted
  • Jan. 11, 2022
  • Function
  • Operations
  • Sector
  • Fintech

We’re looking for a Card Disputes Senior Team Lead to join our team in the Tallinn office. This role is a unique opportunity to have an impact on Wise’s mission, grow as a leader, help save millions more people money and work in a disruptive, fast-growing and fun environment.

Your mission:

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking, and they can spend every day using our Wise debit card.

The Card Dispute team is supporting our Wise cardholders taking care of their disputes and helping them recover their losses.

By now, we have an awesome operational team, who work very closely with our dedicated engineering and product, across offices in three continents. We partner with the card schemes and other relevant product, engineering and operational teams in Wise, to get things done.

As a Senior Team Lead, you get to empower your own team, support the team leads in the domain, drive large-scale initiatives and help us solve problems that have a long-lasting impact.

Here’s how you’ll be contributing to Card Disputes team:

  • Contribute to definition, scoping and execution of long term plans and objectives, in coordination with the relevant Product teams, and other relevant internal or external stakeholders.projects and products;
  • Ensure planning of team capabilities, skills and capacity development, including key areas (like processes, quality assurance, regulatory compliance, workforce management) ownership;
  • Support risk aware culture within the Card Disputes operations, guaranteeing secure and compliant general operational processes as well as relevant teams alignment;
  • Work closely with the other functions in the domain, and other relevant teams to bring larger-scale impact,  and align with them on overall vision;
  • Continually measure, monitor and improve overall performance of the operations teams (KPIs) and giving regular feedback to teams/team leads and provide visibility on company level;
  • Ensure that team’s reporting responsibilities, quality, procedures and other service level agreements are upheld;
  • Lead significant cross-team projects requiring material decisions and content contribution as well as project management;
  • Manage the teams operations and processes, participate in budget management;
  • Develop the team leads, support them in building strong teams; develop leadership and independence within team leads and sub teams.

A bit about you:

  • You’re interested in working in a financial loss, recovery and crime prevention domain
  • You have experience leading operational teams, preferably in the payments industry
  • You have at least some familiarity with the card payment industry
  • You have a track-record of building teams and developing people
  • You have some experience working with different functions in an organization (engineering, analytics, product teams)
  • You have good analytical skills, including ability to work with Looker and other business intelligence tools for work-force management information or overall operational and financial performance
  • You focused on the outcome for the customers, the team and the company
  • You have good aptitude to learning new skills, proactive approach to problem solving and taking initiative
  • You like to drive collaboration and supporting people around you with ability to emphasize people’s strengths for high outcome
  • Starting salary for this role is 3,350 EUR gross
  • If you’re interested in the position, please apply by submitting your CV and cover letter by the 14th of January, 2022.

In your cover letter (no longer than two pages), please answer the following questions:

  • Why are you the suitable candidate to take on the Card Disputes senior lead role in Wise?
  • What are you excited to deliver an impact on in the Card Disputes team?
  • We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.
  • Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.
  • And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.