Payment Operations Recovery Product Specialist

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.

We are looking for a Payment Operations Recovery Product Specialist to join our team to help minimizing the impact of materialized loss on our customers and products

As a Payment Operations Recovery Product Specialist, your role will revolve around project management, with an emphasis on driving key initiatives that help prevent operational losses, improve the existing operational processes connected to loss recovery and ensure that the processes scale well, are efficient and mitigate or minimize risks.

You will take full ownership of projects, from initial scoping to final implementation. This includes assessing problem size and impact, creating rollout plans, collaborating across teams, conducting testing, and refining solutions. You will collaborate with various Wise functions (e.g. Product & Engineering, Fraud, Risk, Compliance, Customer Support, Finance etc) as you work to translate evolving Recovery team’s challenges into scalable, automated systems and processes. 

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. 

In this role, you'll add to that mission by:

• Taking full ownership of projects, from initial scoping to final implementation. This includes assessing problem size and impact, creating rollout plans, collaborating across teams, conducting testing, and refining solutions;

• Identifying, prioritizing, and addressing key manual workload drivers for Payment Operations connected to Recovery domain;

• Translating Stakeholder and Business Needs into operational processes, supporting insight with data-driven analysis; 

• Proactively initiating and prioritizing projects based on team and customer needs. Driving innovation and improvements in processes;

• Collaborating effectively with internal and external stakeholders to support the operationalization of product enhancements and to solve complex problems and incidents related to their area of ownership, ensuring timely and relevant communication;

• Developing efficient operational processes that minimize manual workload, working closely with stakeholders and requiring minimal guidance;

• Coordinating with relevant risk teams to assess, mitigate, and manage risks associated with your domain and Payment Operations;

• Ensuring that domain level Key Performance Indicators (KPIs) are always relevant and impactful. Establishing KPIs and Service Level Agreements (SLAs) for new features and processes. Monitoring and responding to changes in SLAs and KPIs, serving as the key escalation point for significant breaches;

• Acting as the first-level escalation point for cases and crises within the area of expertise, capable of handling incidents effectively;

A bit about you:

• You have delivered mid-sized projects working with engineers or other product or operational teams and can demonstrate clear impact on your projects. You have previous experience making improvements to a product or service.

• You know how to use different process improvement methodologies.

• You have a track record of achieving targets and goals, setting and monitoring success.

• You are able to clearly articulate, simplify and scope problems, and follow through to completion. You can identify gaps in processes and show initiative to independently solve new issues.

• You empathize with the domain challenges, you have passion towards finding the solutions and measuring them against cross team and customer impact. 

• You are comfortable getting your own data, building dashboards using BI tools like Looker. You can work with data and customer insight to learn about problems, measure their scope and impact and develop solutions.

• You can communicate with different levels of stakeholders, from senior leadership to agent level and know how to tailor your communication for the right audience.

• You consider and map mission impact when scoping new projects.

• You are comfortable providing feedback and speaking out if actions or solutions go against Wise’s principals/mission and when initiatives/projects drive unnecessary risks.

• You actively seek stakeholder feedback and empathize with viewpoints and feedback from others.

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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