Global Arbitration Lead

Responsibilities

• Lead and empower a team of Arbitration Specialists in the APAC region, overseeing day-to-day operations and performance tracking against KPIs.
• Act as the primary subject matter expert and escalation point for complex, high-visibility, or high-risk arbitration cases.
• Translate complex regulatory and arbitration findings into actionable insights to improve complaint responses and product design.
• Build and maintain strong relationships with internal cross-functional teams and external global arbitration bodies.
• Drive process improvements and change initiatives to refine internal workflows and elevate the quality of customer outcomes.
• Support the delivery of comprehensive global arbitration reports for Monthly Business Reviews (MBRs).

Requirements

• At least 12 months of experience working in Complaints or Arbitration.
• Proven previous leadership or management experience.
• Impeccable verbal and written English communication skills, with experience working across different cultures and time zones.
• Strong analytical skills with the ability to identify patterns and trends in data to drive decision-making.
• Proficiency in Looker or other Business Intelligence (BI) tools.
• Knowledge of regulatory frameworks or a strong willingness to learn.
• A customer-centric mindset with a focus on securing fair and high-quality resolutions.

About the Company

Wise is a global technology company on a mission to build the best way to move and manage the world’s money. We are creating an entirely new network for the world's money—for everyone, everywhere—making international payments faster, cheaper, and more transparent.