Wise
Financial Services
KYCOutsourcingCoordinator
Neural analysis suggests this role is
optimal for mid candidates.
“KYC Outsourcing Coordinator at Wise. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. monitoring SLAs, metrics, and quality trends. holding vendor partners accountable for meeting Wise’s service standards”
What You'll Achieve.
Drive a culture of excellence by monitoring SLAs, metrics, and quality trends; hold vendor partners accountable for meeting Wise’s service standards; ensuring underperforming metrics have robust, documented remediation plans; ensure outsourced teams have the tools, access, and information they need to navigate complex case handling and routing without friction; translate complex data into actionable strategies and clear reporting for stakeholders; maintain Confluence/Jira as the "single source of truth" for all initiatives; ensure every change is documented and measurable; ensure vendors stay compliant with Wise’s third-party policies; proactively closing gaps and managing the "Joiner, Mover, Leaver" (JML) administrative cycles
Industry & Context.
using data to solve operational puzzles; identifying root causes of escalations and performance gaps; translating complex data into actionable strategies
What They're Looking For.
Must Have
fully fluent in English, excellent verbal and written skills, data and reporting skills, comfortable with interpreting data and can derive insights from it, sharp attention to detail, focus on accuracy, independent in your work, enjoy owning your work and leading projects when needed, focused on the outcome for the customers, the team, and the company, aptitude for learning new skills, proactive in up-skilling yourself, comfortable taking initiative in launching new projects, great people skills, great relationship builder
Nice to Have
any previous leading experience is a benefit
What You'll Do.
holding vendor partners accountable for meeting Wise’s service standards
ensuring underperforming metrics have robust
documented remediation plans
acting as the primary authority on product knowledge and workflow guidelines
ensuring outsourced teams have the tools
and information they need to navigate complex case handling and routing without friction
conducting deep-dive qualitative and quantitative analyses to identify root causes of escalations and performance gaps
translating complex data into actionable strategies and clear reporting for stakeholders
owning the end-to-end lifecycle of improvement projects—from initial design to post-mortem analysis
maintaining Confluence/Jira as the "single source of truth" for all initiatives
ensuring every change is documented and measurable
navigating internal and external relationships with ease
acting as the main point of contact for vendor senior leadership
advocating for vendor needs internally
ensuring global product changes are implemented smoothly across all sites
maintaining operational integrity through yearly site audits and risk assessments
ensuring vendors stay compliant with Wise’s third-party policies
proactively closing gaps and managing the "Joiner
Leaver" (JML) administrative cycles
How You'll Work.
Team & Collaboration
navigating internal and external relationships with ease; acting as the main point of contact for vendor senior leadership; advocating for vendor needs internally; ensuring global product changes are implemented smoothly across all sites
Communication Scope
excellent verbal and written skills
Process & Methodology
Own the end-to-end lifecycle of improvement projects—from initial design to post-mortem analysis, maintain Confluence/Jira as the "single source of truth" for all initiatives, ensuring every change is documented and measurable, comfortable taking initiative in launching new projects
Full Job 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](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). We’re looking for a performance-driven Outsourcing Coordinator to join our KYC Vendor Management team. In this role, you’ll be the vital bridge between Wise and our external partners, acting as the primary liaison to ensure our objectives are aligned and communication is seamless. Your focus will be on driving vendor excellence by turning performance metrics and trends into actionable improvement plans. From optimizing service delivery to ensuring vendor recruitment hits our high standards, you’ll play a critical role in maintaining the operational health and scalability of our KYC functions. If you enjoy building strong professional relationships and using data to solve operational puzzles, this is for you. Your mission, should you choose to accept it: * Performance & Accountability: Drive a culture of excellence by monitoring SLAs, metrics, and quality trends. You’ll hold vendor partners accountable for meeting Wise’s service standards, ensuring underperforming metrics have robust, documented remediation plans. * Operational Subject Matter Expertise: Act as the primary authority on product knowledge and workflow guidelines. You’ll ensure outsourced teams have the tools, access, and information they need to navigate complex case handling and routing without friction. * Data-Driven Insights: Conduct deep-dive qualitative and quantitative analyses to identify root causes of escalations and performance gaps. You w
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