Process Management Lead

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. Your mission is to uplift our process management capabilities and work with the area leads to determine what good looks like.

This role will be instrumental in transforming our current operational landscape into a more efficient, robust, and scalable system, ensuring compliance with evolving regulatory requirements and enhancing our ability to detect and prevent financial crime. The successful candidate will leverage their expertise in Process Management methodologies, process automation, and change management to drive significant improvements across the organisation.

It is a unique opportunity to join one of the fastest growing companies in Europe. With over 15 million happy customers we’re already moving more than £9 billion a month and have more than 2,500 people in our operations functions across the US, Estonia, Hungary and Singapore and 800 in Product and engineering. We serve a wide range of customers from personal users, freelancers, small businesses to enterprise businesses and banks.

You will be one of the first members of the newly set-up function that will be setting the standards on how operational processes are mapped, measured and improved. It will be part of the new Business Process Excellence function.

Your Mission:

• Global Process Mapping and Optimization: Conduct a comprehensive analysis of existing "as-is" Operational Processes at Wise. This will involve detailed process mapping, identification of bottlenecks, inefficiencies, and areas for improvement. Design and develop optimized "to-be" processes, focusing on creating a streamlined, standardized, and globally consistent approach.

• Cross-Functional Leadership: Looking at the processes from controls, compliance and efficiency angles and working with experts from those areas to drive improvements. Inspire multiple teams around large problems across product and operations. Integrate with other teams to leverage their support to impact goals through feedback and coaching, and influence plans and roadmaps without formal authority by providing data-driven business cases which significantly move success metrics. Navigate the organisation at various levels to find the right stakeholders, build formal networks, and get their support to unblock issues when they arise.

• Strategic Impact: Work with product and engineering teams to make sure there is alignment on the biggest opportunities and they get prioritized. Define a 12‑month strategy and execution plan for your domain with key results that support set objectives. Run planning or discovery sessions to explore new opportunities to impact customer experience. Gather insights independently and put together business cases for improvements needed to impact positive customer outcomes. Use data to make trade-offs between cost and efficiency, explain the reasoning, and deliver this with conviction.

• Data-Driven Success: Clearly define what success looks like for your processes and evaluate progress using a blend of qualitative and quantitative methods to demonstrate impact. Regularly communicate results and impact to wider teams (product/engineering/team calls/across offices). Identify patterns and themes impacting metrics proactively for incident prevention (e.g. SLA breaches). Identify the right metrics to track for customer outcomes and which teams drive those. Own and move metrics for at least one domain, or influence teams to drive metrics that impact customer outcomes; work with teams towards meeting their KPIs and targets, whilst reporting on these to the wider organisation.

• Operational Control Mapping and Assurance: Rigorously map all existing operational Level 1 (L1) controls into the new process design, ensuring full coverage and alignment with regulatory expectations.
  Develop and implement a robust process for evidencing the effective operation of these controls. This includes defining key performance indicators (KPIs), establishing monitoring mechanisms, and creating clear documentation for audit and regulatory scrutiny.

• You will lead a group of highly skilled process engineers, ensuring their work aligns with our principles, is measured against clear metrics, and delivers high‑quality outcomes.