Act as the
single WFM partner
for assigned Operations areas (e.g. CS, KYC, FinCrime, PayOps)
Partner with Operations leaders to interpret intraday signals, scheduling constraints, capacity risks and trade-offs.
Facilitate structured decision-making conversations, clearly outlining service vs cost vs productivity implications, short-term vs medium-term impacts.
Challenge operational decisions that contradict agreed WFM frameworks or create downstream capacity risk.
Ensure consistent adoption of intraday management playbooks, scheduling principles, capacity planning assumptions
Monitor and surface recurring exceptions, overrides, or non-standard practices
Act as an escalation bridge between Operations, WFM Leads (L5), Performance and Demand Management teams.
Use WFM outputs and insights (produced by L5/L6) to proactively highlight upcoming capacity or coverage risks scheduling fragility, intraday volatility patterns
Support scenario-based discussions with Operations (e.g. demand spikes, staffing constraints, competing priorities).
Ensure Operations understand
uncertainty and confidence ranges
not just point estimates.
Partner closely with Demand Management on new demand drivers and launches
Performance Management on KPI steering and remediation
Ensure operational feedback is structured, evidence-based, and fed back into WFM improvement loops
Support consistent communication between Operations and WFM execution teams without becoming a delivery bottleneck.
Raise WFM literacy within Operations by explaining core WFM concepts (SLA, occupancy, adherence, shrinkage) correcting common misinterpretations of metrics
Support onboarding of new Operations leaders into WFM frameworks & Service Scale operating principles.
Act as a
mentor and subject-matter guide
for Intraday and Scheduling Specialists by coaching on decision quality and trade-off thinking, reinforcing standard playbooks and frameworks, providing feedback on recurring execution risks and improvement opportunities.
Requirements
3-5 years of WFM experience
You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. Additionally, you are dedicated to our mission at Wise and prioritise customer satisfaction.
You’re a good communicator. You’ve got excellent verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones. We want someone who can effectively communicate complex information clearly to a non WFM/technical audience.
You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation. You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances
You understand numbers. You’re keen to work with numbers and use them as a guide to solve problems but can also keep a human aspect in mind.
Lean knowledge to document and improve processes in a structured manner is preferred but not required
Who we are
Wise is a global technology company, building the best way to move money around the world. With the Wise account people and businesses can hold over 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new cross-border payments network that will one day power money without borders for everyone, everywhere. However you use the platform, Wise is on a mission to make your life easier and save you money.
Co-founded by Kristo Käärmann and Taavet Hinrikus, Wise launched in 2011 under its original name TransferWise. It is one of the world’s fastest growing, profitable technology companies and is listed on the London Stock Exchange under the ticker, WISE.
16 million people and businesses use Wise. In fiscal year 2023, Wise processed approximately £105 billion in cross-border transactions, saving customers around £1.5 billion.
What it’s really like to work here
At Wise, we do things a bit differently. There’s no corporate nonsense, and no old-fashioned hierarchy. Instead, we work in dozens of self-sufficient, autonomous teams. Think of them like start-ups within a start-up that learn from each other.
Each team picks the problems they want to solve. So there’s no micro-management. No hiding behind fancy job titles. And no one telling you what to do. You are your own boss. But you’ll get tons of guidance and plenty of support from talented, super-smart colleagues from all over Wise.
We’re going to be upfront — the way we work doesn’t suit everyone. But if freedom, autonomy, and life-affirming, head-scratching professional challenges rock your world, we could be a match made in heaven.