Wise
Financial Services
WFMOperationsPartnerSeniorLead
Neural analysis suggests this role is
optimal for mid candidates.
“WFM Operations Partner Senior Lead at Wise. Skills: WFM Operations Partnering Model, Workforce Management disciplines, operational decision-making, quality, consistency, and effectiveness of WFM partnership with Operations, intraday, scheduling, and capacity principles, escalations, short-term decisions, medium- and long-term workforce plans, institutionalise WFM decision-making inside Operations, predictable, data-driven execution at scale, people, standards, and decision quality of the WFM Ope”
What You'll Achieve.
ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business.; ensuring that intraday, scheduling, and capacity principles are applied correctly, escalations are handled with discipline, and short-term decisions do not undermine medium- and long-term workforce plans.; institutionalise WFM decision-making inside Operations, moving the organisation from reactive firefighting to predictable, data-driven execution at scale.; ensure that WFM insights are actually adopted and applied, ensuring we hit our SLAs efficiently as the company grows.
Industry & Context.
Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.; Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.
Relocation and Visa support available
What They're Looking For.
Must Have
4+ Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services)., Financial Services Knowledge: Specific understanding of KYC, FinCrime, or regulated operational environments., The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice., Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans, Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics., Stakeholder Management: Experience acting as a partner rather than just a reporting comfortable operating with Heads of Departments., Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting., Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.
Nice to Have
Functional familiarity with WFM software (e. g. , Calabrio, NICE, Verint) to understand outputs and constraints., Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality., Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.
What You'll Do.
Accountable for the WFM–Operations partnering model
ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business.
and effectiveness of WFM partnership with Operations
ensuring that intraday
and capacity principles are applied correctly
escalations are handled with discipline
and short-term decisions do not undermine medium- and long-term workforce plans.
Leads the Ops Partner function
and acts as the senior WFM representative in complex operational trade-offs.
Institutionalise WFM decision-making inside Operations
moving the organisation from reactive firefighting to predictable
data-driven execution at scale.
Accountable for the people
and decision quality of the WFM Operations Partner function.
Direct line management of Ops Partner Leads
with accountability for hiring
performance management
Set and reinforce clear expectations for decision quality
stakeholder behaviour
adherence to WFM principles and frameworks.
Develop Ops Partner Leads from metric interpretation
structured decision support
evidence-based challenge of Operations leadership.
Ensure consistent capability
and behavioural standards across the Ops Partner team through calibration and peer review.
Act as the senior WFM representative to Operations Heads and senior Ops leaders.
Own the quality and consistency of workforce decisions taken by Operations.
Serve as the final escalation point for workforce-related decisions that materially impact service
or workforce sustainability.
How You'll Work.
Team & Collaboration
Act as the direct people manager for WFM Operations Partner Leads; dotted-line functional leadership over Intraday and Scheduling Specialists; Act as the senior WFM representative to Operations Heads and senior Ops leaders; Experience acting as a partner rather than just a reporting comfortable operating with Heads of Departments.
Communication Scope
The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
Process & Methodology
Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.
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 Workforce Management Operations Partner Senior Lead to join our Operational team in our Tallinn office! The WFM Operations Partner Senior Lead is accountable for the WFM–Operations partnering model, ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business. This role owns the quality, consistency, and effectiveness of WFM partnership with Operations, ensuring that intraday, scheduling, and capacity principles are applied correctly, escalations are handled with discipline, and short-term decisions do not undermine medium- and long-term workforce plans. The role does not execute tactical WFM activities or own forecasting, scheduling, or intraday delivery. Instead, it leads the Ops Partner function, sets standards, manages people, and acts as the senior WFM representative in complex operational trade-offs. Your mission is to institutionalise WFM decision-making inside Operations, moving the organisation from reactive firefighting to predictable, data-driven execution at scale. Your Mission * The WFM Operations Partner Lead is accountable for the people, standards, and decision quality of the WFM Operations Partner function. This includes direct line management of Ops Partner Leads and dotted-line functional leadership over Intraday and Scheduling Specialists. * Act as the direct people manager for WFM Operations Partner Leads, with a
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