Complaints Lead

at  WISE

Job Description
We’re looking for a new Team Lead to work with our teams based in Singapore 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

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.

Please refer the Job description for details