Regional Complaints Policy and Procedure Lead @ Wise
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About Wise
Wise is a global technology company building the best way to move and manage the world’s money. With min fees, max ease and full speed, Wise helps individuals and businesses send money internationally and manage global payments. Their mission is for everyone, everywhere.
Job Description
We are looking for a Regional Complaints Policy and Procedure Lead to join our growing Complaints team at Wise. In this role, you will support strategic change initiatives to improve our complaints handling approach through alignment and standardisation of policies and procedures, ensuring compliance with regulatory requirements and regional expectations.
Purpose of the Role
As the Regional Complaints Policy and Procedure Lead, you will develop, draft, and maintain region-specific policies and procedures. You will document processes with input from SMEs, align regional requirements with global policies, and communicate changes to senior leaders. Your work ensures Wise delivers fair outcomes while meeting regulatory standards.
Key Responsibilities
- Develop and maintain complaint management policies in line with regional and global standards.
- Collaborate with cross-functional teams to enhance processes and manage stakeholder relationships.
- Monitor regulatory changes and ensure compliance with local and international guidelines.
- Assist with compliance monitoring reviews and successful closure of action items.
- Utilize data insights to track key performance indicators for continuous improvement.
Candidate Qualifications
- 4+ years’ experience in regulated complaints, compliance, or policy development.
- Strong understanding of regulatory requirements and risk management.
- Experience in managing complex stakeholder relationships.
- Ability to implement improved policies and procedures.
What Wise Offers
Wise is proud to have an international team that values diversity, equity, and inclusion. We offer a collaborative environment where your expertise helps shape a fair, world-class complaints function.
Key Skills/Competency
- Complaints Management
- Policy Development
- Regulatory Compliance
- Risk Management
- Stakeholder Engagement
- Cross-functional Collaboration
- Process Improvement
- Data Analysis
- Documentation
- Leadership Communication
How to Get Hired at Wise
🎯 Tips for Getting Hired
- Customize your resume: Highlight regulatory compliance and policy expertise.
- Showcase your experience: Align previous roles with complaint management.
- Research Wise: Understand their mission and global impact.
- Prepare for interviews: Focus on stakeholder and regulatory scenarios.