Servicing Training Senior Lead - KYC

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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 life 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.

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Wise is looking for an experienced Senior Training Lead to drive our Know Your Customer (KYC) Training team forward! Our KYC team is the first line of defense to make sure that our customers are compliant with all the requirements from our regulators. Our KYC team vigilantly follows guidelines provided in our knowledge bases and ensures that communications with our customers are concise and concrete. As KYC Training Senior Lead you will be responsible for leading our KYC Training teams. You’ll have a team of Leads (or you may call them team managers) that will report to you, and using your knowledge of learning and development (L&D), people leadership skills and experience you will ensure that these teams deliver highly effective training with measurable outcomes to our KYC teams.

In this strategic role, you’ll set the direction and vision for the KYC Training function, ensuring it is proactive, scalable, and aligned with business priorities. You will play a critical part in the training leadership team, contributing to broader initiatives and cross-functional projects to enhance the overall effectiveness of the Servicing function. You will take full ownership of the performance and development of the KYC Training teams, using your expertise in training evaluation and data-driven decision-making to deliver measurable impact.

The KYC Training Senior Lead will need to have experience working in busy, fast paced operational training teams and possess excellent leadership skills. You’ll need to be able to build strong relationships across the organization quickly, to understand the training needs of KYC. You’ll also need to have outstanding people management, performance management and leadership skills. You will be comfortable working autonomously and take full ownership of KYC Training team performance. This role will require you to work independently at times to develop your own function, but also to be an active member of the training leadership team, freely sharing your expertise and opinions.

The ideal candidate will have deep expertise in learning needs analysis, training methodologies and evaluation. They must have a mastery of the ADDIE model, demonstrating its application to complex training interventions that deliver measurable impact. Additionally, they will have solid experience in applying the Kirkpatrick model, Philips ROI and other industry-standard training evaluation frameworks, providing specific examples of training interventions driving speed to competency of the new hires and continuous performance improvements.

The senior training lead must excel at transforming training teams from being reactive into proactive enablers of the servicing function and being true business partners. They will take ownership of aligning training initiatives with strategic business objectives, prioritizing projects based on sizable business impact, and managing stakeholder expectations. A strong data-driven mindset is essential; the ideal candidate will be adept at leveraging data to tell a compelling story, measure success, and drive continuous improvement in training effectiveness.

Furthermore, this individual will be tasked with elevating the competency levels across the training teams, ensuring that all team members are equipped with fundamental L&D knowledge and the ability to scope and size training interventions with precision, driving the highest value for the organization.

Activities performed on the job

Team Leadership and Management:

• Oversee and lead the KYC Training teams, including managing team leads.
• Be responsible for the performance of the KYC Training team, actively monitoring and measuring performance to ensure the team remains high functioning.
• Build & introduce frameworks and monitor quality for effective outsourced training operations teams.

Strategic Training Development and Delivery:

• Set strategic priorities for the KYC Training team, ensuring all training programs are compliance-driven, efficient, and scalable.
• Create strategic vision and goals to the KYC Training team, ensuring these align and support the overall servicing and business strategy.
• Ensure training aligns with the ADDIE model and industry-standard frameworks (e.g., Kirkpatrick, Phillips ROI) to create impactful training interventions.
• Continuously improve speed to competency for new hires and ongoing training programs, leveraging data insights and regulatory updates to drive performance.
• Take ownership of assessing training needs based on servicing strategy and goals, sizing the impact of learning interventions and prioritising when needed
• Innovating training delivery methods through a data-driven approach. This may include assessing whether training is in person or virtual, running a/b experiments to determine what’s right for learners etc.

Performance management:

• Be an advocate for performance management by driving team's accountability, proactively monitoring performance, continuously striving for excellence and developing high-potential team members.
• Proactively identify and implement strategies for performance improvement across the KYC training team.
• Ensure leads are delivering impactful coaching and development plans to foster continuous growth.
• Leverage data to monitor training effectiveness, facilitation quality, translating insights into actionable performance improvements.

Stakeholder Engagement:

• Demonstrate strong leadership in stakeholder management, building trusted relationships across global locations and multiple domains (QA, WFM, Operations, KM, Talent Acquisition, central training teams, people analytics etc.) to identify and address their training needs effectively.
• Collaborate with KYC operational colleagues to ensure timely updates on regulatory and compliance training.
• Effectively prioritise and size training opportunities based on potential impact, providing alternative solutions where necessary to meet stakeholder requirements.

Strategic Contribution:

• Be an active participant in the training leadership team, offering thoughts and best practice to contribute to broader training initiatives and projects.
• Share expertise and insights to enhance overall training effectiveness.

Autonomous Function Development:

• Take ownership of the KYC Training team’s performance and development, working independently when necessary.
• Develop a deep understanding of the KYC Training function and proactively recommend areas of improvement.

Data Driven Analysis, Impact and Reporting:

• Leverage data and analytics to monitor and assess training effectiveness, using key performance indicators to measure success.
• Tell a compelling story through data, communicating the ROI of training programs to senior stakeholders and making informed decisions for continuous improvement.
• Ensure that all training programs are backed by quantifiable metrics tied to broader business objectives.

Leadership and team management:

Lead and motivate:

• Foster a collaborative work environment to drive high-performance culture
• Role models excellent leadership skills and behavior

Empower and inspire:

• Value: Demonstrates a commitment to fostering growth by empowering team members and inspiring them to excel.
• Behaviour: Actively encourages and motivates individuals by recognizing their potential and providing opportunities for skill development. Shows belief in their capabilities and supports their career aspirations.

Clear communication and accountability:

• Value: Embraces transparent communication and holds oneself and the team accountable for performance.
• Behaviour: Clearly articulates expectations and the rationale behind them. Engages in open discussions about performance, using data and observations to guide feedback. Addresses underperformance with respect and provides continuous support to ensure improvement.

Supportive development:

• Value: Prioritises the ongoing development of team members and actively supports their growth.
• Behaviour: Engages in regular performance reviews and career conversations, providing targeted coaching and training. Monitors progress towards goals, offering feedback and resources to help team members achieve their career objectives.

Masterful communication and collaboration:

• Effective communication: Tailors messages for different audiences, provides clear feedback, and maintains approachability.
• Consensus building: Guides teams and stakeholders towards unified decisions, builds strong relationships, and aligns diverse needs with goals.
• Active engagement: Encourages open discussions (within the team and in the broader setting), practices active listening, and fosters a collaborative environment while ensuring stakeholder needs and feedback are addressed.
• Stakeholder communication: Uses excellent verbal and written communication skills for clear interactions with stakeholders

Strategic planning and execution:

Strategic planning:

• Value: Approaches complex challenges with a strategic & growth mindset, demonstrating a commitment to achieving optimal & measurable learning outcomes and recommending effective solutions.
• Behaviour: Identifies, plans, and applies various strategies to address complex issues and achieve learning goals. Demonstrates proficiency in handling challenging scenarios and devising appropriate strategies.

Informed decision-making and improvement identification:

• Value: Prioritises data-driven insights and analytical thinking to guide decision-making and drive continuous improvement.
• Behaviour: Analyses scenarios, utilises data to make informed decisions and identifies improvement opportunities. Quantifies these opportunities and follows through with actionable plans, ensuring measurable outcomes

Problem-solving and implementation:

• Value: Employs a problem-solving mindset to create and implement effective improvement suggestions.
• Behaviour: Develops and executes improvement strategies, and discusses broader rollouts with the Training Senior Lead when appropriate. Ensures that solutions are effectively implemented and aligned with organisational objectives.

Time management

• Value: Commitment to Efficient Time Management — Demonstrates a strong dedication to optimising time and resources to achieve goals and support organisational success.
• Behaviour: Effective Time Management Practices — Uses practical strategies to prioritise tasks, manage workloads, and adapt to changes while maintaining high quality and meeting deadlines individually and on team level.

Adaptability and Agility

• Adaptability: Capability to thrive in a fast-paced environment and adapt to changing regulations and training needs.
• Stakeholder management: Able to effectively manage stakeholders and use influencing skills when training needs to be adapted and gain stakeholder buy in.
• Data driven: Ability to analyse data and metrics, using data to tell stories and adapt training when needed.

Qualifications and experience required

• High level of proficiency in English, both written and verbal
• Experience working within diverse fast paced L&D teams, offering training to operational teams
• Strong leadership skills, with experience leading training teams for a minimum of 1 year
• Familiarity with Learning Management Systems (LMS) and e-learning platforms
• In-depth knowledge of L&D industry standards and best practice
• Displays strong analytical and problem-solving abilities to identify gaps, and improvement opportunities in training needs, delivery, processes and systems
• Proficient in using data for performance assessment

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.

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