As a Vulnerable Customer Team Lead at Wise, you will play a crucial role in ensuring that our vulnerable customers receive fair treatment and that their needs are addressed promptly and effectively. Your primary purpose will be to execute a robust vulnerable customer support strategy that aligns with regulatory standards and supports our commitment to treating vulnerable customers fairly. You will lead a dedicated team of Vulnerable Customer Consultants, providing guidance, coaching, and support to ensure that all vulnerable customer cases are handled efficiently and in accordance with established procedures. By analysing customer data and identifying underlying trends, your aim will be addressing root causes and enhancing our overall customer experience. This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to better serve vulnerable customers and optimise their outcomes.

Additionally, you will be responsible for identifying and mitigating potential risks associated with vulnerable customer support, ensuring adherence to regulatory requirements, and implementing risk-mitigation strategies to safeguard Wise's reputation and operational integrity.
 

You will also serve as a key point of contact for regulatory inquiries and audits related to vulnerable customer support, demonstrating Wise's commitment to compliance and operational excellence. Ultimately, your role will be critical in shaping Wise's reputation as a customer-centric organisation that values empathy, accountability, and continuous improvement in supporting vulnerable customers globally. You will be responsible for proactively managing your team's performance, well-being, and engagement. 

You will lead a dedicated team of Vulnerable Customer Consultants, providing guidance, coaching, and support to ensure that all vulnerable customer cases are handled efficiently and in accordance with established procedures. By analysing customer data and identifying underlying trends, your aim will be addressing root causes and enhancing our overall customer experience. This role offers a unique opportunity to collaborate with cross-functional teams and influence the development of products and processes to better serve vulnerable customers and optimise their outcomes. 

You have:

Customer Experience Enhancement

• Drive Optimal Experiences by leading the execution of strategies and initiatives aimed at delivering the best possible experience for our vulnerable customers. Utilise outcome testing to ensure we’re achieving positive and fair results in relation to past conduct risk activities.

• Establish and maintain feedback loops to capture valuable customer insights. Integrate these insights into initiatives that enhance service and guide product development to better meet the needs of vulnerable customers.

• Foster a customer-centric approach to handling vulnerable cases by advocating for proactive and transparent communication. Ensure vulnerable customers' needs and interests are at the forefront of everything we do.

• Serve as the champion for vulnerable customers within the organisation, ensuring their cases are handled promptly, fairly, and transparently. Represent their voice in internal discussions and decision-making processes, advocating for necessary changes or improvements to products, services, and processes based on customer feedback.

People Management

• Providing ongoing coaching and mentoring to support individual growth and development in weekly check-in sessions and monthly 1x1 sessions.

• Making sure team members complete training and team’s knowledge is up to date with regulatory and compliance related matters.

• Manage their teams capacity, plan in advance and hire in line with company policy when there is a need to scale the team further.

• Absence management of their team (team holidays are taken, documented on Workday and relevant excel sheets) time entries are double checked and approved before payroll cut-off.

• Keeping team members engaged through organising team building activities and events.

• Performance Management

• Own the performance of your team and deliver departmental KPIs that enable the Vulnerable Extra Care team to be successful.

• Setting clear quantitative / qualitative and behavioural performance expectations, assessing performance against KPIs, and providing regular feedback to help team members improve.

• Utilisation of knowledge and skills in delivering the fair treatment of vulnerable customers across various jurisdictions. Is available for the team when they need support ensuring they deliver good outcomes for the customers.

• Develop talent mapping approaches that help identify everything from future talent that requires nurturing to current gaps within the performance of your team.

• Remedy any performance gaps utilising the relevant people policy as a guideline

Execute on strategy and improve operational efficiency

• Aligning team objectives with broader organisational goals, ensuring the team is clear on the vulnerable strategy and understands how their work supports it, and developing strategies to achieve targets.

• Play a key role in terms of stakeholder management. Provide support to stakeholders, build relationships with them and seek feedback from them and manage their expectations.

• Serve as a subject matter expert on vulnerable customer management during cross-functional projects, providing guidance on best practice and regulatory requirements.

• Maintain a proactive approach to risk management, identifying emerging trends and potential issues and help deliver strategies to mitigate risks associated with vulnerable customer treatment.

• Continuously evaluate and enhance the operational delivery of vulnerable customer treatment, as per the strategy, to drive improvements in their team's performance, customer experience overall and compliance.

• Engage in and support the creation and maintenance of a comprehensive Vulnerable Customer Policy that ensures adherence to regulatory requirements and reflects best practices aligned to FCA expectations and industry standards.

• Ensure that all vulnerable case handling activities are properly documented and recorded in accordance with regulatory and procedural expectations. This includes maintaining detailed records of vulnerable case management, decisioning and outcomes, as well as preparing regular reports on Vulnerable customers, treatment, outcomes metrics and trends for stakeholder review.

Change Management

• Suggest innovative solutions and best practice to improve vulnerable customer engagement and communication enhancing the overall quality of responses to customer concerns.

• Use data and analytics to understand the changing needs of customers in vulnerable situations leading to improved customer treatment.

• Actively participate in effective change management by communicating changes to their team and stakeholders.

• Help create and maintain a culture of continuous learning and improvement, encouraging experimentation and knowledge sharing to drive innovation.

• Suggest and deliver continuous improvement initiatives that can be tracked and measured which will enhance the overall vulnerable customer journey, reducing causes for complaints and customer detriment. This includes soliciting feedback from team members, analysing performance metrics, and implementing process improvements to streamline workflows and reduce handling times.

Continuous Professional Development

• Stay current with industry trends, best practice and emerging technology in vulnerable customer management.

• Work vulnerable referral cases regularly and also escalated cases to make sure your product knowledge is on a high level.

• Pursue professional development opportunities such as certifications, workshops and conferences related to vulnerable customer treatment and advocacy.

*Please note, only resumes provided in English will be considered*

Our Benefits:

🚀 RSU’s in a rapidly growing company

💻 Flexible working model 

💪 An annual self-development budget

🩺 Health and dental allowance for you and your dependents

💝 Company-paid: Life Insurance, and an EAP program

☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually

🏝️ A paid 6-week sabbatical leave after four years

👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance

🚌 Transportation vouchers

🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers

🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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