Payment Operations Wise Platform Product Specialist

We are looking for a Product Specialist to join the Wise Platform OPS team to help our customers receive their funds faster globally.  

As a Product Specialist in Wise Platform OPS, your role will revolve around project management, with an emphasis on operationalising new products or features and improving existing operational processes connected to the product domain, making sure that the processes scale well, are efficient and mitigate or minimise risks. You will own the team's impact on KPI improvements and risk mitigation initiatives for Payment Operations and other teams. You make sure set KPIs are relevant and impactful. You will take full ownership of projects, from initial scoping to final implementation. This includes assessing problem size and impact, creating rollout plans, collaborating across teams, conducting testing, and refining solutions. You will collaborate with various Wise functions (e.g. Product & Engineering, Risk, Compliance, Customer Support, Finance, Treasury etc) as you work to translate evolving customer and Payment Operations challenges into scalable, automated systems and processes. 

Your Mission:

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. 

In this role, you'll add to that mission by:

• Identifying, prioritising, and addressing key drivers hindering scalability for Payment Operations connected to the designated domain;

• Making sure impact on other teams affected by changes in domain is being considered (like other Payment OPS teams, finance, treasury, compliance etc.)

• Taking full ownership of projects, from initial scoping to final implementation. This includes assessing problem size and impact, creating rollout plans, collaborating across teams, conducting testing, and refining solutions;

• Translating customer needs into operational processes, supporting insights with data-driven analysis;

• Proactively initiating and prioritising projects based on team and customer needs. Driving innovation and improvements in processes;

• Collaborating effectively with internal and external stakeholders to support the operationalisation of new products or enhancements to existing ones and to solve complex problems and incidents related to their area of ownership, ensuring timely and relevant communication;

• Developing efficient operational processes that minimise manual workload, working closely with stakeholders and requiring minimal guidance;

• Coordinating with relevant risk teams to assess, mitigate, and manage risks associated with your domain and Payment Operations;

• Ensuring that Key Performance Indicators (KPIs) are always relevant and impactful. Establishing KPIs and Service Level Agreements (SLAs) for new products/features and processes. Monitoring and responding to changes in SLAs and KPIs, serving as the key escalation point for significant breaches;

• Acting as the first-level escalation point for cases and crises within the area of expertise, capable of handling incidents effectively;

• Participating in mentoring other Payment Operations Specialists and partnering with other Product Specialists.

Qualifications

A bit about you:

• You already work in Payment Operations at least as a Senior Specialist or in other teams in similar role. 

• You have delivered mid-sized projects working with engineers or other product or operational teams and can demonstrate clear impact on your projects. You have previous experience making improvements to a product or service.

• You have a track record of achieving targets and goals, setting and monitoring success.

• You are able to clearly articulate, simplify and scope problems, and follow through to completion. You can identify gaps in processes and show initiative to independently solve new issues.

• You have the technical understanding of the product and payment operations processes and the ability to apply it to develop and/or recommend solutions.

• You listen and empathise with the customer and team challenges. You are passionate about finding solutions that impact Payment Operations teams and customers positively.

• You are comfortable getting your own data, building dashboards using BI tools like Looker. You can work with data and customer insight to learn about problems, and scope and measure impact of problems and solutions.

• You have the ability to measure all solutions against cross team and customer impact; ability to magnify customer impact by identifying if solutions can be globalised to other teams/products.

• You can communicate with different levels of stakeholders, from senior leadership to specialist level and know how to tailor your communication for the right audience.

• You consider and map mission impact when scoping new projects.

• You are comfortable providing feedback and speaking out if actions or solutions go against Wise’s principals/mission and when initiatives/projects drive unnecessary risks.

• You actively seek stakeholder feedback and empathise with viewpoints and feedback from others.