Head of Quality

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.

Job Description

More about our mission and what we offer .

WE’RE A GLOBAL TECH COMPANY WITH A BIG MISSION AND A STARTUP HEART.

Wise plc launched in 2011 under its original name TransferWise. Fast forward to 2025 - we are 6000+ Wisers across 17 countries and 117 nationalities. We are one of the world’s fastest growing, profitable technology companies and the largest tech company by market capitalisation to ever list in London.

We disrupted an industry and created a new way to move money across borders. Today, 16 million people and businesses use Wise. We process over £9 billion in cross-border transactions every month, saving customers over £1.5 billion a year. We are continuing to grow at pace and to redefine the international money space.

"We live in a unique time, where people like you and me can take on the huge problems of the world – and fix them."

Kristo Käärmann, co-founder

Our Quality team helps diagnose the gaps in our servicing that harm customer outcomes or drive compliance risk while driving actionable corrective actions to our operations and supporting teams, product and compliance.

The Head of Quality is a leader of a 250+ person team that supports our Customer Support, Know Your Customer, Fincrime and Payment Operations teams.

The Quality team is responsible for running Quality Assessment, which drives Root Cause Analysis for all servicing teams and the lead of this team is someone that is obsessed with challenging the balance between compliance and requirements and customer experience to ensure that we drive the best possible customer experience while remaining fully compliant and safe for our customers.

This person is capable of going deep into how we design sample buckets, standing up in front of our regulators explaining how we keep track of the quality of our servicing or going deep with product teams to help them to understand how we fix faulty processes or products that are harming our customers or driving risk.

Reports directly to the Head of Servicing Scale and leads teams in locations such as Austin, Sao Paulo, Tallinn, Budapest, Singapore, Kuala Lumpur, Tokyo.

We’re looking for a Head of Quality to join us and do things differently.

Drives Decision Accuracy for servicing

Owns the accuracy, granularity and margin of error at which we assess Decision Accuracy and Critical Error Free Rate manual and automated processes in servicing. This measures the accuracy at which servicing processes deliver good customer outcomes. Also, helps to define what an accurate decision looks like for all our servicing processes with calibration from second line and product teams. Identifies actionable insights and ensures they reach the right teams.

Compliance And Customer Experience Expert

Can confidently navigate the complexities of Financial Crime, Fraud & KYC and work closely with our product and compliance teams in ensuring the optimal controls, processes, and customer outcomes are achieved. Is able to clearly articulate risks and compliance to our internal and external stakeholders and use this to ensure that we are clearly defining the outcomes we want to achieve (accurate decision making) and meeting these. But also is comfortable working with “front line” teams to ensure that we are providing the best possible customer outcomes.

Raising the bar

Builds and leads a team of subject matter experts in their domain. Leader of leads that is able to build a team of 250+ professionals and develop competency maps and frameworks to help the professional growth of the team.

What You’ll Do

• Responsible for building and running the teams that take care of Quality operations and the supporting program (project management, tooling and governance).
• Ability to prioritise the areas that need the most help, and go hands-on to support them day to day, going as deep as needed.
• Leads the existing leadership team but can also determine where to level up and hire.
• Owns the financial budgeting, forecasting and scaling objectives of the direct team
• Works with 2LOD to ensure there is the right representation from the 1st line in global audits, that the audits have the accurate information required.
• Builds up the team structure and establishes strategies on hiring, onboarding, performance management, competency and compensation maps, etc.
• Holds existing operational and product teams accountable to be able to balance and represent the needs of all first line teams including risk, growth, capacity, and customer experience.

The experience, background and competencies needed to succeed in this role:

• Excellent verbal & written English. You are proactive, clear, concise, and comfortable speaking publicly.
• In depth understanding of quality management principles and methodologies.
• Experience developing and implementing quality management programs, including quality control and quality assurance processes and some subject-matter expertise in financial crime, KYC and fraud.
• Has grown and led teams of at least 40, ideally with a global footprint
• Previous experience in team leadership, minimum of 5-8 years.
• Ability to travel as needed.
• Proven track record of taking individual ownership and responsibilities as well as being a great team-player.
• Strong analytical ability. Able to use data to analyse, forecast and hold teams to account via their metrics.
• Ability to work collaboratively within a complex organisation, across multiple cultures, geographies, and disciplines.
• Project management skills and capability to handle multiple projects at one time.
• Experience with project management tools and familiarity with business analytics tools like JIRA, Confluence, or Looker.
• Able to understand on a high level how software is built.

Our leadership framework includes the key attributes of impactful leaders at Wise.

Leading at Wise, like a lot of other things, is quite unique. Our teams and individuals have the autonomy to make impactful decisions for our customers. Our leads empower the team to deliver impact and champion our culture.

LEAD - Define the direction and empower your team to work interdependently to achieve goals in an autonomous environment.

DELIVER - Make sure the team is data-driven to make the most impact for our customers.

DEVELOP - Create an environment focused on the ongoing development of your team through knowledge sharing and feedback.

NURTURE - Build a culture where your team can have maximum impact by being and challenging themselves.

Additional Information

£100,000-£130,000

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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.