Opportunity at
WiseComplaints Team Lead
Wise is seeking a Complaints Team Lead to join its staff on-site in Hyderabad. This position involves managing a group of Complaints Officers, overseeing departmental performance…
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About This Role
Wise is seeking a Complaints Team Lead to join its staff on-site in Hyderabad. This position involves managing a group of Complaints Officers, overseeing departmental performance metrics, and executing strategies aligned with regulatory standards. The individual in this role will partner with compliance and product teams to address underlying operational issues, minimize future disputes, and support the growth of the organization. The ideal candidate possesses a strong background in guiding…
Job Description
Wise is seeking a Complaints Team Lead to join its staff on-site in Hyderabad. This position involves managing a group of Complaints Officers, overseeing departmental performance metrics, and executing strategies aligned with regulatory standards. The individual in this role will partner with compliance and product teams to address underlying operational issues, minimize future disputes, and support the growth of the organization. The ideal candidate possesses a strong background in guiding front-line operations, a talent for data-driven problem solving, and a passion for employee coaching and development. Responsibilities span across performance management, risk identification, talent mapping, training program implementation, and serving as a subject matter expert during cross-functional projects. The role also requires handling regulatory inquiries, driving continuous service improvements, and representing the voice of the customer to optimize overall service delivery. This opportunity suits professionals with direct management experience who thrive in fast-paced environments and aim to foster a positive, inclusive workplace culture.
Responsibilities
- Manage team performance to meet departmental key performance indicators
- Identify talent gaps and address performance issues using company people policies
- Create and implement training programs for Complaints Officers to maintain handling consistency
- Act as a subject matter expert on complaints management during cross-functional projects
- Identify emerging risks and trends to implement mitigation strategies
- Conduct regular team meetings and attend town halls
- Hire new staff in line with corporate guidelines as the team scales
- Analyze data to discover root causes of complaints and drive targeted process enhancements
- Capture customer insights through feedback loops to aid product development and service improvement
- Participate in professional development opportunities such as conferences and workshops
Requirements
- Proven history of leading front-line operations teams to achieve challenging key performance indicators
- Skilled in setting clear objectives and key results, streamlining processes, and utilizing data for root cause analysis
- Minimum of two years of direct management experience in building and scaling high-performing teams
- Demonstrated ability to guide teams through structural pivots and operational changes while maintaining high morale
- Strong communication skills for stakeholder influence and challenging existing norms constructively
- Autonomous execution with a strong ownership mindset regarding team results and customer experience
Qualifications
- Background in fintech, payments, or banking, specifically working with Product and Engineering departments
- Experience managing or collaborating with international and cross-border teams
- Prior experience leading customer support escalations, disputes, or complaints management functions
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This position is based on-site in Hyderabad.
What is the employment type?
The posting specifies that this is a full-time role.
What is the salary for this position?
The salary is not stated in the job posting.
What management experience is required?
Candidates must have at least two years of direct management experience in building and scaling high-performing teams.
Sample Interview Questions
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