Head of Servicing Scale

We’re looking for a Head of Servicing Scale to join us and do things differently. As the Head of Servicing Scale, you are responsible for the "Central Nervous System" of Wise’s servicing operations. You lead the unified global organization covering Workforce Management (WFM), Demand Management, Performance Management, and Capacity Planning & Product. Your mission Your mission is to transform operational planning from a manual process into an automated, data-driven engine. You are accountable for ensuring that Wise’s infrastructure can support millions of additional customers without a linear increase in costs. Beyond systems, you are the custodian of the technical bar, ensuring that every member of the Servicing Scale organization possesses the high-level analytical and technical skills required to build the future of automated operations. What you’ll do. In this role, your core responsibilities will include:   Operational Planning & Technical Excellence System Integration: Connect demand forecasting, staff scheduling, and performance tracking into a single, automated loop that responds instantly to changes in customer behavior. Raising the Technical Bar: Define and enforce high technical standards for the org. You ensure that team members move from "data reporting" to "data engineering and science,"fostering a culture where technical growth is a core requirement” Financial Ownership: Own the global cost center and headcount. You must manage a complex budget with less than 5% variance while hitting aggressive scaling targets. Tooling & Automation Product Strategy: Lead the roadmap for internal WFM and Capacity tools. You decide where manual intervention ends and where automated, AI-driven decision-making begins. Global Footprint: Oversee the outsourcing strategy, ensuring external partners are integrated into our technical ecosystem and meet our high performance and data standards. The experience, background and competencies needed to succeed in this role. Leader of Leaders: Proven experience managing large-scale, multi-layered global organizations (100-200+ people). Systemic Thinking: A track record of designing operational frameworks that solve root-cause issues rather than surface-level symptoms. High Technical Standard: Ability to vet and develop technical talent in fields like data science, capacity modeling, and systems architecture. Masterful Communication & Accountability: You translate complex operational data into clear, compelling narratives for executive leadership. You take radical ownership of the numbers; when a metric misses the mark, you provide the "why" and a concrete plan to fix it before being asked. Stakeholder Management: You act as a strategic consultant to Product, Finance, and Regional Leads. You are expert at navigating conflicting priorities and convincing senior stakeholders to invest in long-term infrastructure over short-term fixes. Team Coaching & Culture: You are a "leader of leads" who prioritizes the growth of your management tier. You foster a "No Drama" culture where feedback is direct, intentions are assumed to be good, and the team is relentlessly focused on the Wise value of Customer > Team > Ego. Future-Ready Skills AI & Automation Literacy: Ability to identify where LLMs and Machine Learning can replace manual forecasting and scheduling tasks. You stay ahead of industry trends to ensure Wise isn't just following, but setting the standard for automated ops. Predictive Modeling: Moving beyond historical data to build "what-if" scenario models that allow Wise to prepare for market shifts or product launches months in advance. Agile Scalability: The mental flexibility to redesign an entire department’s workflow as the company doubles in size, ensuring the "infrastructure" never becomes a bottleneck. Things that might describe you in this role:   You’re passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions.  You’re a problem solver and don’t get blocked by process or relying on others to make decisions. You’re a self-starter and organised. You’re an exceptional written & verbal communicator and can influence teams without relying on top-down decision making  You’re an entrepreneurial and hyper analytical – You have delivered high impact solutions before in data-driven environments, using a mix of product and process solutions and have seen them through to production. You are not afraid to lead teams when needed, but also be an individual contributor. You know well enough when to be hands on versus when to set up structures for teams to eventually operate within.  You have extensive product, operations experience, or problem solving experience in where you’ve been in-between multiple teams having to align and connect efforts. You’re comfortable collaborating with operational teams, understanding that they’re made up of people as well as processes and products. You thrive in a cross-fun