Wise
Financial Services
WorkforceManagementTeamLead–Scheduling&Intraday
Neural analysis suggests this role is
optimal for mid candidates.
“Workforce Management Team Lead – Scheduling & Intraday at Wise. Skills: Scheduling, Intraday, Workforce Management, Leadership, Governance, Operational Control, Incident Management. Lead and develop Scheduling and Intraday WFM Specialists. Define clear accountability boundaries across tactical and real-time scopes”
Industry & Context.
scenario modelling; risk quantification; deviation diagnosis; stabilisation interventions; structured incident response
What They're Looking For.
Must Have
Deep expertise in service level modelling, interval staffing logic, shrinkage dynamics, occupancy and productivity economics, experience across both Scheduling and Intraday functions, Proven exposure to high-volume, multi-site, or complex environments, WFM system and configuration knowledge, Demonstrated people leadership experience, Experience leading tactical and operational control functions, governance and process standardisation capability, Ability to build structure in high-pressure environments, Clear escalation and stakeholder alignment skills, Advanced Excel proficiency (minimum), scenario modelling and risk quantification capability, Ability to interpret real-time data under pressure, Structured, calm decision-maker in volatile situations, analytical leadership — not coordination alone
Nice to Have
Experience with BI tools and/or SQL preferred
What You'll Do.
Lead and develop Scheduling and Intraday WFM Specialists
Define clear accountability boundaries across tactical and real-time scopes
Elevate analytical maturity beyond administrative execution
Coach team members in Scenario modelling
Workforce risk quantification
Structured incident response
Build succession strength and capability depth
Foster a culture of data-driven decision-making and ownership
Own end-to-end schedule publication governance
Ensure schedules reflect approved capacity plans
are interval-accurate and structurally optimised
comply with labour and contractual obligations
Oversee scenario testing and trade-off validation prior to release
Balance service protection with cost efficiency and schedule stability
Approve short-term workforce interventions (OT
Identify systemic schedule weaknesses before operational impact
Lead weekly tactical workforce performance reviews
Identify structural and emerging risks across 1–3 week horizon
Drive proactive adjustments to reduce intraday volatility
Align closely with Forecasting and Capacity Planning on emerging shifts
Ensure continuous feedback loop from execution into planning assumptions
Oversee real-time service level
and productivity monitoring
Ensure structured and rapid deviation diagnosis
Guide stabilisation interventions to prevent performance oscillation
Maintain disciplined escalation protocols with Operations leadership
Safeguard service performance during peak volatility
Act as the Workforce Command Center lead during operational disruption
Own structured workforce response to demand surges
high absenteeism events
service-level degradation
Quantify operational risk exposure and recovery timelines
Coordinate cross-functional workforce interventions
Ensure incidents are managed through defined protocols
not reactive decisions
Lead post-incident reviews and embed systemic improvements
Enforce WFM execution standards across Scheduling and Intraday
Drive adoption of workforce governance frameworks
tactical review cadences
decision documentation standards
Reduce dependency on ad hoc
spreadsheet-driven processes
Strengthen system-based optimisation and automation
and structural integrity of workforce decisions
Contribute to maturity uplift of the WFM operating model
Identify recurring volatility drivers
Improve shrinkage modelling and break optimisation logic
Increase automation and reporting maturity
Reduce emergency interventions and reactive staffing
Improve alignment between planning accuracy and operational execution
How You'll Work.
Team & Collaboration
Coordinate cross-functional workforce interventions; Align closely with Forecasting and Capacity Planning on emerging shifts; Maintain disciplined escalation protocols with Operations leadership
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). The WFM Team Lead – Scheduling & Intraday leads the end-to-end tactical execution layer of Workforce Management, integrating schedule optimisation, weekly workforce steering, real-time operational control, and incident response under a single, cohesive leadership structure. This role ensures that approved capacity strategies are translated into structurally sound, compliant schedules (0–30 day horizon), proactively adjusted through weekly tactical steering, and actively protected through disciplined intraday performance management. Beyond operational oversight, the role operates as the Workforce Command Center lead — providing governance, decision control, and service protection during both stable and volatile operating conditions. It ensures workforce decisions are data-informed, risk-quantified, and aligned to service, productivity, and cost objectives. As part of the WFM Centre of Excellence (CoE), the role is accountable for embedding standardised workforce governance, decision frameworks, incident protocols, and execution discipline across Scheduling and Intraday functions. It drives the transition from reactive workforce administration to structured, analytics-driven workforce control at scale. This position closes the loop between Forecast → Capacity → Schedule → Intraday → Continuous Improvement, ensuring execution learnings systematically improve tactical and structural planning quality. Key Responsibil
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