Vulnerable Customer Team Lead

About the role

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 bro

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