Job DescriptionOur MissionAt Wise, we're building money without borders. To deliver on our promise of instant, transparent, and eventually free service, our Operations must run with world-class efficiency and precision. We empower our autonomous teams with the best data and processes to manage their performance, ensuring every second saved is value delivered to our customers.
You will be the architect and driver of our proactive, data-driven performance steering framework. This role is responsible for implementing, maintaining, and continuously improving the methodology designed to move us from reactive reporting to continuous, real-time performance management.
You will focus on establishing Metric Governance, KPI Target Setting, and conducting On-Demand Efficiency Performance Reviews to maximize capacity and drive significant operational gains across our global service teams.
Key Responsibilities The Performance Steering Lead will be accountable for implementing and driving our highly structured, data-driven operational performance model.
1. Performance Framework & Governance
- KPI Governance & Targets: Lead cross-functional reviews with Operations, Workforce Management (WFM), and Analytics to set and govern targets for core efficiency and service metrics (AHT, Occupancy, Adherence, CpH, SLA), ensuring alignment with strategic capacity plans.
- Dashboard Ownership: Own the primary operational performance dashboards, ensuring accurate weekly monitoring, historical trend assessments, and the generation of automated, data-based performance alerts.
- Performance Consistency & Variability Reduction: Implement and enforce advanced statistical methodologies (for example Variance Significance Factor (VSF)) or standard deviation analysis to continuously measure and monitor performance consistency across all agents and teams. The primary objective is to reduce operational variance, thereby increasing the predictability and quality of service delivery.
2. Steering & Remediation
- Trigger-Based Intervention: Execute a structured Performance Steering workflow for any metric deviation, ensuring the transition from identifying a performance gap to initiating a formal action plan is immediate and swift. This involves moving beyond simple reporting to proactively driving the resolution of operational issues based on real-time data triggers.
- Root Cause Analysis (RCA): Lead complex cross-functional RCAs to diagnose underperformance and develop formal, measurable Action Plans (e.g., process changes, specialized training, or incident triggers).
- Ad-Hoc Reviews & Remediation: Conduct specific, deep-dive efficiency reviews and actively drive the resolution and sustained monitoring of high-priority operational remediations across global queues and vendor partners.
3. Continuous Improvement & Empowerment
- BAU Empowerment: Train Operations Leads to effectively utilize performance reports for data-led 1:1 Performance Discussions, fostering a culture of ownership and data-driven development among team leaders.
- Best Practice Scaling: Manage the Feedback Loop process in collaboration with Knowledge Management (KM) and Knowledge Delivery (KD), ensuring top performer practices are successfully validated, trained, and scaled to drive measurable efficiency gains.
Qualifications- Experience: 5+ years in a high-growth operations, performance, or analytics role, ideally within a tech, FinTech, or highly scaled service center environment.
- WFM/KPI Deep Dive: Expert-level understanding and practical application of WFM and efficiency metrics: AHT, Occupancy, Adherence, CpH, and SLA.
- Advanced Analytics: Highly proficient in data analysis using SQL and visualization tools. Must have practical experience interpreting and applying statistical control metrics like VSF and Standard Deviation to assess process stability.
- Process & Methodology: Demonstrated ability to build, implement, and govern structured processes (e.g., RCA, target setting, remediation monitoring) with a strong focus on documentation and continuous iteration.
- Ownership: A proactive, action-oriented mindset dedicated to moving metrics and achieving the strategic goal of improving team-wide efficiency and maximizing capacity gain.
Additional InformationFor 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.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive 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.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
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