WFM Operations Partner Senior Lead

Join Wise, a global technology company on a mission to make money management easier and more affordable for everyone. As a WFM Operations Partner Senior Lead, you will be responsible for embedding Workforce Management disciplines into operational decision-making, ensuring quality and consistency in workforce decisions, and acting as the senior WFM representative in complex operational trade-offs. You will lead the Ops Partner function, set standards, manage people, and drive the adoption of new frameworks across different operational units.

Leiter der WFM-Operations-Partnerschaft, verantwortlich für die Qualität, Konsistenz und Effektivität der WFM-Partnerschaft mit den Betriebsabläufen.

About Wise

• Team Goal: To protect the scalability of Wise. The team’s mission is to ensure that WFM insights are actually adopted and applied, ensuring we hit our SLAs efficiently as the company grows.
• For 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 [](https://www.wise.jobs/).

Responsibilities

• Direkte Personalverantwortung für die WFM-Operations-Partner-Leads, einschließlich Einstellung, Einarbeitung, Leistungsmanagement und Entwicklung.
• Vertreter der WFM-Operations-Partnerschaft gegenüber den Betriebsleitern und den Führungskräften der Betriebsabläufe.
• The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
• Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans
• Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.
• Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.
• Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.
• This role is part of the global WFM organization, reporting to the Functional Head of WFM.

Requirements

• 6+ Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
• Financial Services Knowledge: Specific understanding of CS, KYC, FinCrime, or regulated operational environments.
• Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.

Preferred

• Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint) to understand outputs and constraints.
• Coaching & Mentorship: Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality.
• SQL or Data Viz Skills: Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.

• Keep up to date with life at Wise by following us on [LinkedIn](https://www.linkedin.com/company/1769571/) and [Instagram](https://www.instagram.com/wisecareers/).
• GBP 85,000 - 112,000