Complaints Team 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

We’re looking for a new Team Lead to work with our teams based in Hyderabad to join our mission! Along with our other Complaints Team Leads you’ll be responsible for looking after the needs of our Complaints Officers, as well as working with our product and compliance teams to rectify systemic issues so we can continue to scale and grow. If you’re passionate about people and want to extend your skills into the realm of project management, risk assessment, and generally being part of something amazing and fast-paced, then this role is for you!

As a Complaints Team Lead at Wise, you will be instrumental in ensuring that our customers receive exceptional service and that their concerns are addressed promptly and effectively. Your primary purpose will be to execute a robust complaints management strategy that aligns with regulatory standards and supports our commitment to transparency and customer satisfaction.

You will lead a dedicated team of Complaints Officers, providing guidance, coaching, and support to ensure that all complaints are handled efficiently and in accordance with established procedures. By analysing complaints data and identifying underlying trends, you will drive continuous improvement initiatives aimed at addressing root causes and enhancing our overall customer experience.

This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to minimise complaints and optimise customer outcomes. You will also serve as a key point of contact for regulatory inquiries and audits related to complaints management, demonstrating Wise's commitment to compliance and operational excellence.

Ultimately, your role will be critical in shaping Wise's reputation as a customer-centric organization that values transparency, accountability, and continuous improvement in resolving customer concerns globally.

Additionally, you will be responsible for identifying and mitigating potential risks associated with complaints management, ensuring adherence to regulatory requirements, and implementing risk-mitigation strategies to safeguard Wise's reputation and operational integrity.

What activities does a Complaints Lead undertake?

Management and Leadership

• Own the performance of your team and deliver departmental KPI's that enable the Complaints function to be successful.
• Develop talent mapping approaches that help identify everything from future talent that requires nurturing to current gaps within the performance of your team.
• Remedy any performance gaps utilising the relevant people policy as a guideline.
• Develop and implement training programmes to enhanced skills and capabilities of Complaint Officers, ensuring consistency in handling customer complaints across regions.
• Serve as a subject matter expert on complaints management during cross-functional projects, providing guidance on best practice and regulatory requirements.
• Maintain a proactive approach to risk management, identifying emerging trends and potential issues and help deliver strategies to mitigate risks associated with complaints.
• Ensure regular communication is maintained with the team through effective team meetings and town hall attendance.
• Hire in line with company policy when there is a need to scale the team further.
• Doing things better
• Continuously evaluate and enhance the operational delivery of complaints, as per the strategy, to drive improvements in performance, customer experience and compliance.
• Suggestion innovative solutions and best practice to reduce complaint resolution times and enhance the overall quality of responses to customer concerns.
• Using data and analytics, identify recurring issues and root causes of complaints leading to targeted process improvements and service enhancements.
• Champion a customer-centric approach to complaints handling, advocating for proactive communication.
• Help create and maintain a culture of continuous learning and improvement, encouraging experimentation and knowledge sharing to drive innovation.

Customer Experience Enhancement

• Executive strategies and initiatives to enhance customer experience through effective complaints resolution and proactive management.
• Implement feedback loops to capture customer insights and integrate them into initiatives that support service improvement and product development.
• Act as the voice of the customer from a complaints perspective, ensuring that you make a valid contribution to efforts that gravitate around improving our customer's service experience.

Continuous Professional Development

• Stay current with industry trends, best practice and emerging technology in complaints management.
• Pursue professional development opportunities such as certifications, workshops and conferences related to customer advocacy and complaints management.

Qualifications

What You'll Bring:

• Operational & Analytical Mastery: Proven history of leading front-line operations teams to achieve challenging KPIs. Skilled in setting clear OKRs, streamlining processes, and using data to solve root cause issues.
• Team Leadership & People Management: 2+ years of direct management experience building and scaling high-performing teams. Passionate about talent growth, coaching through feedback, and cultivating a positive team culture.
• Change Navigation: Skilled at leading teams through operational changes and structural pivots while keeping team morale high and raising execution standards.
• Strategic Stakeholder Influence: Clear, persuasive communicator who builds strong working relationships and constructively challenges existing norms when needed.
• Accountability & Ownership Mindset: Highly autonomous leader who owns team results end-to-end, fights for the customer experience, and leads with humility.

Preferred Qualifications:

• Experience managing or collaborating with cross-border, international teams.
• Fintech, payments, or banking background, particularly with experience working alongside Product and Engineering teams.
• Prior experience leading customer support escalations, disputes, or complaints management functions.

Additional Information

Additional Information

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.

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.