{"id":2468545,"url":"https://alion.io/job/modelwise-complaints-team-lead","title":"Complaints Team Lead","company":{"id":4410409,"name":"Modelwise","domain":"modelwise.ai","url":"https://alion.io/company/modelwise-gmbh","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"A","score":96,"open_postings":35,"ghost_share":0,"stale_share":0.171,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T13:21:11Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T12:59:27Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Company Description\nWise is a global technology company, building the best way to move and manage the world’s money.\nMin fees. Max ease. Full speed.\nWhether 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.\nAs part of our team, you will be helping us create an entirely new network for the world's money.\nFor everyone, everywhere.\nMore about our mission and what we offer.\nJob Description\nWe’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!\nAs 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.\nYou 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.\nThis 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.\nUltimately, 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.\nAdditionally, 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.\nWhat activities does a Complaints Lead undertake?\nManagement and Leadership\nOwn the performance of your team and deliver departmental KPI's that enable the Complaints function to be successful.\nDevelop talent mapping approaches that help identify everything from future talent that requires nurturing to current gaps within the performance of your team.\nRemedy any performance gaps utilising the relevant people policy as a guideline.\nDevelop and implement training programmes to enhanced skills and capabilities of Complaint Officers, ensuring consistency in handling customer complaints across regions.\nServe as a subject matter expert on complaints management during cross-functional projects, providing guidance on best practice and regulatory requirements.\nMaintain a proactive approach to risk management, identifying emerging trends and potential issues and help deliver strategies to mitigate risks associated with complaints.\nEnsure regular communication is maintained with the team through effective team meetings and town hall attendance.\nHire in line with company policy when there is a need to scale the team further.\nDoing things better\nContinuously evaluate and enhance the operational delivery of complaints, as per the strategy, to drive improvements in performance, customer experience and compliance.\nSuggestion innovative solutions and best practice to reduce complaint resolution times and enhance the overall quality of responses to customer concerns.\nUsing data and analytics, identify recurring issues and root causes of complaints leading to targeted process improvements and service enhancements.\nChampion a customer-centric approach to complaints handling, advocating for proactive communication.\nHelp create and maintain a culture of continuous learning and improvement, encouraging experimentation and knowledge sharing to drive innovation.\nCustomer Experience Enhancement\nExecutive strategies and initiatives to enhance customer experience through effective complaints resolution and proactive management.\nImplement feedback loops to capture customer insights and integrate them into initiatives that support service improvement and product development.\nAct 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.\nContinuous Professional Development\nStay current with industry trends, best practice and emerging technology in complaints management.\nPursue professional development opportunities such as certifications, workshops and conferences related to customer advocacy and complaints management.\nQualifications\nWhat You'll Bring:\nOperational & 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.\nTeam 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.\nChange Navigation: Skilled at leading teams through operational changes and structural pivots while keeping team morale high and raising execution standards.\nStrategic Stakeholder Influence: Clear, persuasive communicator who builds strong working relationships and constructively challenges existing norms when needed.\nAccountability & Ownership Mindset: Highly autonomous leader who owns team results end-to-end, fights for the customer experience, and leads with humility.\nPreferred Qualifications:\nExperience managing or collaborating with cross-border, international teams.\nFintech, payments, or banking background, particularly with experience working alongside Product and Engineering teams.\nPrior experience leading customer support escalations, disputes, or complaints management functions.\nAdditional Information\nAdditional Information\nFor 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.\nWe're proud to have a truly international team, and we celebrate our differences.\nInclusive 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.\nIf you want to find out more about what it's like to work at Wise visit Wise.Jobs.\nKeep up to date with life at Wise by following us on LinkedIn and Instagram.\nFor 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.\nWe're proud to have a truly international team, and we celebrate our differences.\nInclusive 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.\nIf you want to find out more about what it's like to work at Wise visit Wise.Jobs.\nKeep up to date with life at Wise by following us on LinkedIn and Instagram.","description_format":"text","description_chars":7878,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Internet Services","Manufacturing","Internet Service Providers"],"lifecycle":[{"event":"open","at":"2026-10-13T19:16:41Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":49,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/modelwise-complaints-team-lead","json_url":"https://alion.io/job/modelwise-complaints-team-lead.json","meta":{"generated_at":"2026-10-14T16:00:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20379,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4410409},"rest":"https://alion.io/mcp/rest/get_company?id=4410409"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmodelwise-complaints-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmodelwise-complaints-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmodelwise-complaints-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/modelwise-complaints-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmodelwise-complaints-team-lead"}]}