Wise on cord

Wise

Head of Servicing Scale

External position
London, UK
Hiring internally for Wise?
FinTech · Payments
Formerly TransferWise. Still building the world's most international account.
Active
over 6 months ago
Posted
a week ago
Checked
cord regularly checks that external positions are still open
9 hours ago

Skills & Experience

Job roles: Head of Operations
Experience level: Lead, Leadership
Core skills considered: Building Teams, Stakeholder Management, Business Analysis
Other skills considered: Product Strategy, Agile

Logistics

Base salary: £145K - £195K
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

We're looking for a Head of Servicing Scale to join us and do things differently.

As the Head of Servicing Scale, you are responsible for the "Central Nervous System" of Wise's servicing operations. You lead the unified global organization covering Workforce Management (WFM), Demand Management, Performance Management, and Capacity Planning & Product.

Your mission is to transform operational planning from a manual process into an automated, data-driven engine. You are accountable for ensuring that Wise's infrastructure can support millions of additional customers without a linear increase in costs. Beyond systems, you are the custodian of the technical bar, ensuring that every member of the Servicing Scale organization possesses the high-level analytical and technical skills required to build the future of automated operations.


What you'll do

In this role, your core responsibilities will include:

Operational Planning & Technical Excellence

  • System Integration: Connect demand forecasting, staff scheduling, and performance tracking into a single, automated loop that responds instantly to changes in customer behavior.
  • Raising the Technical Bar: Define and enforce high technical standards for the org. You ensure that team members move from "data reporting" to "data engineering and science," fostering a culture where technical growth is a core requirement
  • Financial Ownership: Own the global cost center and headcount. You must manage a complex budget with less than 5% variance while hitting aggressive scaling targets.

Tooling & Automation

  • Product Strategy: Lead the roadmap for internal WFM and Capacity tools. You decide where manual intervention ends and where automated, AI-driven decision-making begins.
  • Global Footprint: Oversee the outsourcing strategy, ensuring external partners are integrated into our technical ecosystem and meet our high performance and data standards.

The experience, background and competencies needed to succeed in this role

  • Leader of Leaders: Proven experience managing large-scale, multi-layered global organizations (100-200+ people).
  • Systemic Thinking: A track record of designing operational frameworks that solve root-cause issues rather than surface-level symptoms.
  • High Technical Standard: Ability to vet and develop technical talent in fields like data science, capacity modeling, and systems architecture.
  • Masterful Communication & Accountability: You translate complex operational data into clear, compelling narratives for executive leadership. You take radical ownership of the numbers; when a metric misses the mark, you provide the "why" and a concrete plan to fix it before being asked.
  • Stakeholder Management: You act as a strategic consultant to Product, Finance, and Regional Leads. You are expert at navigating conflicting priorities and convincing senior stakeholders to invest in long-term infrastructure over short-term fixes.
  • Team Coaching & Culture: You are a "leader of leads" who prioritizes the growth of your management tier. You foster a "No Drama" culture where feedback is direct, intentions are assumed to be good, and the team is relentlessly focused on the Wise value of Customer > Team > Ego.

Future-Ready Skills

  • AI & Automation Literacy: Ability to identify where LLMs and Machine Learning can replace manual forecasting and scheduling tasks. You stay ahead of industry trends to ensure Wise isn't just following, but setting the standard for automated ops.
  • Predictive Modeling: Moving beyond historical data to build "what-if" scenario models that allow Wise to prepare for market shifts or product launches months in advance.
  • Agile Scalability: The mental flexibility to redesign an entire department's workflow as the company doubles in size, ensuring the "infrastructure" never becomes a bottleneck.

Things that might describe you in this role:

  • You're passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions.
  • You're a problem solver and don't get blocked by process or relying on others to make decisions. You're a self-starter and organised.
  • You're an exceptional written & verbal communicator and can influence teams without relying on top-down decision making.
  • You're an entrepreneurial and hyper analytical - You have delivered high impact solutions before in data-driven environments, using a mix of product and process solutions and have seen them through to production.
  • You are not afraid to lead teams when needed, but also be an individual contributor. You know well enough when to be hands on versus when to set up structures for teams to eventually operate within.
  • You have extensive product, operations experience, or problem solving experience in where you've been in-between multiple teams having to align and connect efforts. You're comfortable collaborating with operational teams, understanding that they're made up of people as well as processes and products. You thrive in a cross-functional work environment, working alongside engineers, analysts, compliance and growth teams.
  • Have a clear playbook for prioritising work, helping the team understand impact and making an inspiring roadmap for everyone to follow.
  • You approach problem solving in a methodical way, allowing the team to gain clarity over root cause issues and making it easier to correctly assess risk and migration strategies for it.
  • You're data-driven - You are able to prioritise the value you can add to customers, and get the entire company behind you telling a story with the data you have enquired.
  • You can lead, inspire people and build teams - you can hire awesome talent and also get the best out of people. You have led and grown multiple product managers before directly. You are able to get the team to dream big, align on a commonly agreed vision and draw a clear path to get there.

Company Benefits

  • Stock Options
  • Private Pension
  • Hybrid WFH Model
  • Paid Sabbatical after 4 years
  • 90 day global remote working
  • Annual Development Budget
Head of Servicing Scale at Wise
Position posted a week ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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