Your mission

Your mission is to lead the KYC Operations Function organization to Ensure its Compliance and Provide Instant Service with best-in-class Quality. And to do this in a scalable, cost-productive manner, working in partnership with other Wise teams and functions, most prominently with Wise Product and Compliance.

What you’ll be doing

In this role, you will lead a team of Area Leads and their functional areas to drive strategic direction and operational excellence. You are responsible for setting and executing strategic objectives, building high-performing teams, and ensuring they meet operational and quality targets. The role usually involves overseeing 150+ employees across multiple locations both Internally and Outsourced, ensuring achieving the organization's mission, and aligning operational strategies with business goals

You will need to ensure the top-notch delivery in your team’s Quality, Compliance, Speed and Cost of Operations. Some examples of your Success metrics might include but not be limited to:
- For the Customers:



Quality of KYC Function processes (false positive and negatives), Resolution of customer-facing cases, Response SLA, KYC-related appeals upheld
- For Wise: False Positives, False Negatives, Customer Attrition during onboarding, Handling Time, Risk Indicators, Cost per Contact
- For Wisers: Engagement Score, Attrition, Rewards

A few ways in which you’ll contribute to Wise’s success in this role

Setting the Strategy for KYC Operations Function
- Lead the design of the vision and strategy for your team, aligned with the overall Servicing Strategy, in making the processes more compliant, faster, better and more scalable, with a clear customer focus

Building the best processes
- Build and develop a robust and compliant customer onboarding program
- Build the necessary support systems for the processes: Metrics, Targets, Governance
- Utilize data and user research to optimize our on-boarding experience and transform how we current

📌 Head of KYC Operations (Hyderabad)
🏢 WISE
📍 Hyderabad