Business Operations Manager (Risk, Controls & Assurance)

Your Mission 

Wise has already pioneered new ways for people to transfer money across borders. Our customers can now manage their hard-earned money with the world’s first platform to offer true multi-currency banking.

As we grow, so does the complexity of keeping our regional entities compliant. Your mission is to move the EU/UK region from reactive issue-management to proactive strategic oversight. You will be responsible for the "Insight-to-Action" engine - analysing where our servicing processes are failing and designing the process improvements or product changes that fix the root cause.

The Role

This is a hands-on role at the intersection of Operations, Product, and Compliance. You are a problem solver who owns the problem to solve E2E and proactively identify problems in both product and operations to be prioritised and implemented.

You will act as a translator and a bridge. You’ll take "regulatory speak" from our 2nd-line compliance teams and turn it into clear, actionable operational requirements for our servicing agents or technical specs for our Product squads.

What you will do:

• Drive Servicing Outcomes: Look into potential operations issues that challenge our growth - like decision quality or breached SLAs. You’ll design the fix, whether that’s a new operational process or influencing a product change.

• Translate Regulatory Requirements: Take complex compliance mandates and translate them into clear ops or product requirements. You’ll ensure we are compliant by design, not just by adding manual "bolt-on" tasks.

• Lead with Data: Use Looker and SQL to analyse friction hotspots and conduct deep dives. You’ll prove whether a control is actually working or if a process needs a total re-design. You will own a set of regional metrics and will be responsible for driving insights.

• Influence Cross-Functionally: Challenge Product teams when they don't consider the operational impact of a launch, and challenge Ops teams when they are being too risk-averse.

• Institutionalise Assurance: Establish "Check the Checker" frameworks to ensure our 1,000+ agents stay accurate. You’ll turn QA failures into actionable feedback for Product/Engineering to close the loop permanently.

• Manage Incidents & Post-Mortems: When things go wrong, you’ll manage the incident and lead the post-mortem to ensure we build a system that prevents the same mistake from happening twice.

This role will give you the opportunity to:

• Own your impact – We believe people are most empowered when they act autonomously. You’ll have the freedom to identify a problem and drive the solution end-to-end.

• Get amazing exposure – You’ll work across the full breadth of Wise - from FinCrime and Customer Support to regional expansion and new product launches.

• Solve at scale – You’ll see how a global fintech operates under the hood, helping us build a model that stays cost-effective as we move toward Mission Zero.

A bit about you:

• High Agency: You are a generalist who thrives in the ambiguity of regional operations. You don’t need a manual; you prefer to build the operational blueprint yourself.

• Analytical & Methodical: You can digest loads of qualitative data (agent side-by-sides, case reviews) and quantitative data (SQL/Looker) to find the root cause of an issue.

• Comfortable Context Switching: You are able to go really deep into a technical issue and switch to a strategic discussion next. You can handle and synthesise multiple contexts and perspectives (e.g. compliance and product) and translate them into operational requirements that each party understands. 

• Entrepreneurial & Hands-on: You’ve likely worked in a high-growth ops, product, or program management environment as a former PM, analyst or a Bizops expert at a fast growing start up/scale up where you’ve had to ship real solutions.

• Influencer: You can influence stakeholders without needing formal authority. You know how to use data and empathy to get teams aligned.

• Mission-Driven: You are passionate about making money without borders, the new normal, and understand that robust, scalable operations are the only way to get there.

• Low Ego: Our core value is customer - team - self. 

• Nice to have: Worked across multi markets or global products