WFM Senior Lead

Company Description

Wise is a global technology company, building the best way to move and manage the world’s 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.

More about our mission and what we offer.

Job Description

Your mission is to build a highly disciplined, scalable, and standardised workforce execution function that enables Wise to scale sustainably while protecting customer experience and operational efficiency.

You will lead the maturity uplift of Scheduling and Intraday functions globally by:

• Standardising workforce execution practices

• Improving tactical workforce decision quality

• Reducing operational volatility

• Strengthening incident response discipline

• Driving tactical workforce optimisation

• Increasing workforce governance consistency

• Improving workforce risk visibility

Success in this role comes from balancing:

• Service performance

• Workforce efficiency through improving WFM KPIs

• Operational stability

• Scalability

• Employee experience

• Cost control through occupancy or waste management

The successful candidate will immediately focus on strengthening and scaling the Workforce Execution function across Scheduling, Intraday, and Command Center operations.

Key priorities include:

1. Workforce Execution Standardisation: Drive consistency across Scheduling and Intraday practices by embedding scalable workforce governance, tactical review cadences, and execution playbooks across regions.

2. Intraday & Command Center Maturity: Improve real-time workforce execution through stronger escalation management, incident response discipline, and proactive handling of service-level risks and operational volatility.

3. Tactical Performance Stability: Improve short-term workforce plan integrity by reducing reactive interventions, strengthening schedule optimisation, and improving workforce trade-off decisions across service, cost, and productivity.

4. Leadership & Capability Uplift: Coach and develop WFM Team Leads to improve tactical judgement, decision-making quality, workforce governance maturity, and operational consistency.

Qualifications

• 5+ years of Workforce Management experience in high-volume, scaled operational environments (Contact Centres, Shared Services, Fintech, or Financial Services)

• Strong expertise across Scheduling, Intraday, Tactical Workforce Execution, and Command Center operations

• Proven experience leading WFM teams or Team Leads across multiple operational areas or regions

• Deep understanding of end-to-end WFM lifecycle:

  • Forecast → Capacity → Schedule → Intraday

• Strong knowledge of:

  • Service level management

  • Interval staffing logic

  • Shrinkage and occupancy modelling

  • Workforce governance frameworks

• Experience managing operational escalations, service degradation events, and workforce incident response

• Strong stakeholder management experience with senior operational leadership

• Experience driving workforce governance standardisation and operational maturity initiatives

• Ability to make structured workforce decisions under pressure and operational uncertainty

• Strong analytical reasoning and workforce risk assessment capability

• Experience working with WFM platforms such as Calabrio, NICE, Verint

• Experience using BI/reporting tools and workforce analytics to support operational decision-making.

Nice to have

• Financial Services, Fintech, KYC, or regulated operations experience

• Exposure to global or multi-site workforce operations

• Experience leading command center maturity or workforce transformation initiatives

• SQL, Python, Looker, or other workforce analytics / visualisation tools

• Experience improving automation and reducing spreadsheet dependency in WFM processes

• Experience building governance frameworks or workforce operating models at scale

• Exposure to workforce optimisation projects focused on cost, service, and scalability balance

Additional Information

Monthly gross salary: 3 450 to 4 500 EUR + RSU (Restricted Stock Units)

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.

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