Wise
Financial Services
PerformanceSteeringLead
Neural analysis suggests this role is
optimal for mid candidates.
“Performance Steering Lead at Wise. Skills: Performance Steering, Metric Governance, KPI Target Setting, Root Cause Analysis. Implement and drive operational performance model. Set and govern targets for core efficiency metrics”
Industry & Context.
Root Cause Analysis (RCA); Diagnose underperformance; Develop formal, measurable Action Plans
What They're Looking For.
Must Have
5+ years in a high-growth operations, performance, or analytics role, Expert-level understanding and practical application of WFM and efficiency metrics: AHT, Occupancy, Adherence, CpH, and SLA, Highly proficient in data analysis using SQL and visualization tools, Practical experience interpreting and applying statistical control metrics like VSF and Standard Deviation to assess process stability, Demonstrated ability to build, implement, and govern structured processes (e.g., RCA, target setting, remediation monitoring) with a focus on documentation and continuous iteration, A proactive, action-oriented mindset dedicated to moving metrics and achieving the strategic goal of improving team-wide efficiency and maximizing capacity gain
What You'll Do.
Implement and drive operational performance model
Set and govern targets for core efficiency metrics
Own primary operational performance dashboards
Monitor performance trends and generate alerts
Measure and monitor performance consistency
Reduce operational variance and increase predictability
Execute performance steering workflow for metric deviation
Lead cross-functional RCAs to diagnose underperformance
measurable Action Plans
Conduct deep-dive efficiency reviews
Drive resolution of high-priority operational remediations
Train Operations Leads on performance reports
Manage Feedback Loop process for best practice scaling
How You'll Work.
Team & Collaboration
Cross-functional reviews with Operations, Workforce Management (WFM), and Analytics; Collaboration with Knowledge Management (KM) and Knowledge Delivery (KD)
Process & Methodology
Build, implement, and govern structured processes
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). Our Mission At Wise, we're building money without borders. To deliver on our promise of instant, transparent, and eventually free service, our Operations must run with world-class efficiency and precision. We empower our autonomous teams with the best data and processes to manage their performance, ensuring every second saved is value delivered to our customers. You will be the architect and driver of our proactive, data-driven performance steering framework. This role is responsible for implementing, maintaining, and continuously improving the methodology designed to move us from reactive reporting to continuous, real-time performance management. You will focus on establishing Metric Governance, KPI Target Setting, and conducting On-Demand Efficiency Performance Reviews to maximize capacity and drive significant operational gains across our global service teams. Key Responsibilities The Performance Steering Lead will be accountable for implementing and driving our highly structured, data-driven operational performance model. 1. Performance Framework & Governance * KPI Governance & Targets: Lead cross-functional reviews with Operations, Workforce Management (WFM), and Analytics to set and govern targets for core efficiency and service metrics (AHT, Occupancy, Adherence, CpH, SLA), ensuring alignment with strategic capacity plans. * Dashboard Ownership: Own the primary operational performance dashboards, ensuring
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