SSE Performance Steering Head

Responsibilities

• Lead and mentor a global team of Performance Steering Leads across India, Estonia, and the US.
• Architect data-driven frameworks to maximize operational capacity and reduce variance.
• Oversee global KPI governance, setting targets for core metrics like AHT, Occupancy, and SLA.
• Utilize advanced statistical methodologies to identify and eliminate operational performance gaps.
• Drive strategic remediation by acting as the final escalation point for complex Root Cause Analyses (RCAs).
• Partner with Product and Engineering teams to translate operational data into automation requirements.
• Implement global scorecards and frameworks for vendor governance to ensure high-efficiency standards.

Requirements

• 7+ years of leadership experience in high-growth operations, managing teams of leads or senior contributors.
• Expert-level proficiency in SQL and data visualization tools.
• Mastery of Workforce Management (WFM) principles and efficiency metrics.
• Strong ability to translate complex operational data into compelling narratives for senior stakeholders.
• Entrepreneurial mindset with a hands-on approach to solving process-driven problems.

Preferred Qualifications

• Experience with Python or advanced automation tools.
• Background in FinCrime or KYC operations within a high-growth FinTech environment.
• Experience managing "dotted line" relationships across global sites.

About the Company

Wise is a global technology company on a mission to make money without borders: min fees, max ease, and full speed. We are building an entirely new network for the world's money, ensuring it is accessible, transparent, and instant for everyone, everywhere.