Global Arbitration Lead

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

If you're interested in the position please apply by submitting your CV and Cover Letter. In your cover letter, please answer the following questions:

• What motivates you to apply for this role?

• Why would you be a good fit?

We’re looking for a Global Arbitration Lead to join our growing team. 

Executive Summary

At Wise, we aspire to be the undisputed leaders of excellence in Complaint Arbitration. As our Complaint Arbitration Lead for the APAC region, you will be the driving force behind this mission. Operating at a fast pace, you will ensure high-quality engagement and assurance while building the strong internal and external relationships necessary to maintain and fortify our regional licenses.

In this pivotal role, you will interface with an ever-growing list of global arbitration bodies to guarantee exceptional customer outcomes. More than just resolving escalations, you will act as a strategic catalyst—translating complex arbitration and regulatory findings into specific, actionable insights that directly improve our complaint responses and shape our future product and service design. If you are a strategic thinker who is deeply passionate about customer advocacy and process innovation in a dynamic financial landscape, this role is for you.

Roles & Responsibilities

Leadership & Team Management

• Empower and Oversee: Lead a team of talented Arbitration Specialists in the APAC region, ensuring day-to-day operations run smoothly and efficiently.

• Performance Tracking: Actively manage and monitor team KPIs to ensure we consistently meet and exceed our quality and resolution targets.

• Act as the Expert: Serve as the primary go-to subject matter expert and escalation point for complex, high-visibility, or high-risk arbitration cases.

Strategic Insight & Reporting

• Data-Driven Reporting: Support the delivery of comprehensive global arbitration reports for Monthly Business Reviews (MBRs).

• Actionable Insights: Translate complex regulatory and arbitration findings into clear, specific, and actionable insights for stakeholders across the business.

• Process Improvement: Lead change initiatives designed to refine our internal processes and elevate the quality of our complaint responses.

Relationship & Change Management

• Build Partnerships: Cultivate strong, collaborative relationships with internal cross-functional teams and external entities, particularly regional and global arbitration bodies.

• Influence Change: Act as an advocate for best practices, influencing positive, company-wide change across Wise to protect and build the strength of our operating licenses.

• Resource Allocation: Strategically prioritize and deploy resources to tackle the most critical arbitration challenges.

Customer Experience & Outcome-Centric Approach

• Drive Exceptional Outcomes: Maintain a relentless focus on securing fair, high-quality resolutions for our customers, adapting strategies as individual cases or broader trends demand.

• Advocate for the Customer: Utilize deep customer insights gathered from arbitration to champion the customer internally, driving tangible improvements in product and service design.

Strategic Planning & Adaptability

• Align with Service Ops: Lead strategic planning initiatives that seamlessly integrate with our broader Service Operations goals.

• Stay Agile: Remain flexible and adaptable, pivoting strategies as necessary to navigate the ever-evolving global financial and regulatory landscape.

Continuous Professional Development

• Industry Expertise: Keep a pulse on emerging industry trends, regulatory updates, and shifts in the dispute resolution space.

• Lifelong Learning: Commit to continuous professional development for yourself and your team to ensure Wise remains at the cutting edge of compliance and customer care.

Qualifications

• You have at least 12 months working in Complaints/Arbitration and have previous leading experience.

• You’re a great communicator. You’ve got impeccable verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else - You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization

• On top of this, you’re able to adapt to Wise type of communication

• You pay attention to details, when completing tasks you’re thorough and accurate 

• You’re analytical: you are comfortable working with data, noticing patterns, trends and things of note and you can draw meaningful conclusions from them. You can use this to solve problems, make decisions and provide recommendations to your leads, colleagues and other stakeholders of your job

• On top of this, you have a good command of Looker or other BI tools

• You’re  able to detect and solve problematic cases and/or processes, and escalate them as needed.

• You look for incremental improvements in work processes and results. You constantly look for ways to streamline work processes, eliminating steps that don’t add value or rearranging them to facilitate the workflows. You look beyond the symptoms to uncover root causes of problems and question the status quo to ensure the processes and results continue to be relevant. You know different problem solving techniques like 5 Whys, Fishbone diagrams or you’re willing to learn

• You’re punctual, well organized and able to divide their time between specific activities in order to get things done

• You’re autonomous. You’re able to work independently and take decisions in main problem solving cases

• You’re reliable, adaptable and display commitment to the team’s goals. 

• While getting things done, you know how to manage your time and energies. You can organise and plan how long you spend on specific activities

• You have knowledge of regulatory frameworks or you’re willing to learn, if needed

• You are aware of and put into practice data security procedures

• You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind

Additional Information

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 Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.