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

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.

The Head of Continuous Improvement will lead the Continuous Improvement (CI) function across the global operational teams of Wise (Customer Support Team, Compliance Team, Payment Ops Team), to ensure a viable and value-adding service to the business.

The Head of CI as a key member of the Service Delivery Function will define and drive the strategy, will design and lead implementation of the CI Governance Framework, processes, drive CI initiatives  to achieve excellence in projects, products, processes, and services, and define success as getting the right things done well. You also work with the Support Tribe product teams to achieve the firm’s vision and goals for increasing profits, reducing costs, and accelerating innovation. The CI framework will also be used to enhance the quality of our products and services to improve E2E Customer Experience.

As Head of CI you will work with all Wise functions and encourage the use of industry specific methodologies such as Lean, TPS, Kaizen, Kanban, or Six Sigma. Implementing and advocating our CI framework you will help and oversee capturing opportunities for improvements, monitor their implementation, implement measurement of  impact, and coordinate sharing the knowledge. You will act as ambassador of  the continuous improvement culture in the organisation.

Here’s how you’ll be contributing as Head of Continuous Improvement

  • Leads a team of senior CI leads and inspires them to be passionate, creative and innovative in their approach to continuous improvement and be the cultural change agents striving for excellence.
  • Develops and implements a global Continuous Improvement Framework and governance process aligned to global initiatives to develop insights, measure, analyse, and report on the business performance of all supported processes, solutions and systems, plan, and control implementation of improvements.
  • Manages the governance process to identify and deliver service improvement activities across the business through employing process improvement methodologies and the application of innovative thinking.
  • Establishes a continuous improvement monitoring system to capture, report and communicate the value delivered by insights and continuous improvement activities.
  • Identifies trends and process variations as part of the monitoring system.
  • Understands key customer and customer support trends and insights with a view to enabling continuous improvement opportunities for the Support Tribe.
  • Delivers data driven Insights to improve Customer Experience, Customer Satisfaction, performance and reduce costs within Customer Service.
  • Supports delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working.
  • Leads assessments and health checks of the status of deployed processes, systems and solutions against targeted standards and outcome.
  • Initiates corrective and enhancement actions with relevant groups to address opportunities that emerge during these assessments.
  • Develops and implements a lessons learned framework which seeks to capture learnings from within Support Tribe (customer support, quality, etc) and customer feedback with respect to business performance to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects.
  • Leads CI reviews with Support Tribe leads and Regional CI Leads
  • Participates in governance forums as appropriate which seeks to prioritize trends, continuous improvements and insights
  • Leads and facilitates LEAN/process improvement-based workshops to drive ideas and solutions.

About you:

  • A minimum of a Bachelor’s Degree is required, an advanced degree is preferred
  • A minimum of five (5) years of relevant experience is required
  • A minimum of two (2) years of people management experience is required
  • LEAN and/or Six Sigma Black Belt or Master Black Belt is required
  • Detailed knowledge of capturing trends and insights
  • Proven experience in Lean and Agile methodologies is required
  • Ability to drive innovative approaches to challenges in a fast-paced, changing global environment is required
  • Ability to build collaborative partnerships is required
  • Previous experience of supporting teams in building capabilities is required
  • Detailed knowledge of data analytics and statistical analysis is required
  • Experience in setting up and scaling CI governance, systems and processes
  • Strong skills to deliver projects and experience in collaborating with a diverse group of internal and external stakeholders as necessary
  • You’re passionate. About customer experience, technology, leading people, building teams, and making a difference for people in your work. These aren’t just lines on a job description, you genuinely enjoy what you do
  • You’re data-driven. You’ll set targets, drive analysis and implementation projects, define KPIs for the ops teams and work with all support functions such as Knowledge Management, Workforce Management, Training and Quality Assurance.
  • You’ve got one eye on the future. You’ll draft (or participate in drafting) and monitor the performance of the continuous improvement framework, and you’ll be a leading contributor in CS strategy planning, as well as developing an operational plan that will align with and allow our support functions to thrive as we scale towards our long-term goals
  • You’re a team-builder. You’re not hidden in a corner office somewhere, but rather work among your teams – You are hands on! Developing your team, and ensuring that we’re delivering on the business needs by guaranteeing that our procedures and processes are continuously improved, simplified and aligned clearly at all levels. You look for automating solutions and processes, identify opportunities to reduce contacts handled by CS organisation. Build and maintain strong relationships with internal stakeholders from an array of different teams
  • You’re a self-starter. With a proven track record of taking individual ownership and solving problems creatively, you’ll design, develop, and execute projects for your team and the Support Tribe – While also developing and improving CS work flows in order to enhance efficiency
  • You’re an exceptional communicator. You’ve got impeccable verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else – You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization
  • You’re flexible. Under more normal circumstances, you may travel internationally 2 or 3 times a year (usually for a week or two), as well as potential ad hoc trips for 1-off projects, and you’re comfortable with a varied work schedule since you’ll occasionally be starting early or staying online late for meetings with our US or APAC teams – and you’ll definitely need to embrace a sometimes ambiguous, fast-paced environment and be excited to solve new problems
  • You’re reliable. You’ll be a model Continuous Improvement emissary as you effectively manage, delegate, oversee, or contribute to cross-team projects, no sweat – You’ve also got the ability to multitask and handle a varied workload, and you always take responsibility in challenging situations – In short, you get it done
  • You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind and you cultivate this mindset into your teams
  • Please note that you need to be eligible to be employed in Hungary.
  • If you’re interested in the position, please apply by submitting your CV and cover letter in English, and answering the application questions.

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, where and what you studied isn’t important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.