Business Operations Associate Manager

Responsibilities

• Proactively hunt for operational issues that impact the customer experience and regional scaling.
• Support the management of operational incidents, from initial process setup to conducting post-mortems that drive long-term structural fixes.
• Conduct "side-by-side" sessions with agents to observe real-time friction, using these insights to design process or product-improvement plans.
• Design solutions that align with the broader Servicing strategy, building robust business cases for changes that balance growth with regulatory safety.
• Act as a critical voice in "product revamping" discussions-challenging Product teams to consider operational risks while encouraging Ops teams to be less risk-averse when it impacts growth.
• Apply structured methodologies to design end-to-end workflows that reduce customer friction and operational waste.
• Lead mid-complexity projects across multiple workstreams (Product, Compliance, Ops), ensuring changes are implemented and adopted seamlessly.
• Maintain high-standard operational playbooks and project documentation to ensure scalable outcomes.
• Own specific "deep dives" into metric health to uncover hidden operational challenges.
• Develop foundational expertise in one or more operational areas, products, tools, or systems.
• Build relationships with stakeholders, contribute to workshops and discussions to gather input, provide feedback and ensure stakeholder alignment.
• Use analytical tools (e.g., Looker, Superset, Snowflake) to monitor performance and identify areas for improvement.
• Collaborate with data teams to create reports and dashboards that inform decision-making.
• Translate complex data sets into simple, actionable feedback for Product and Engineering teams to drive "platform-first" solutions.
• This role will give you the opportunity to:
• Grow as an Analyst, Project Management, Process Improvement - Grow and inspire your team and others across Wise.
• Get amazing exposure to the full breadth and depth of our product while working with a group of multi-disciplinary teams of amazing, smart and dedicated product analysts, product managers, servicing operations leads.
• The freedom to have real impact - The opportunities you'll identify are key to Wise's success.
• Experience & Knowledge:
• 5+ years of experience in operational analysis, process improvement, project management, business operations, or a related field.
• Good understanding of the APAC countries regulatory landscape, including specific experience with KYC/KYB standards and AML compliance requirements.
• Proven track record of designing and optimizing operational processes specifically across different markets, balancing strict regulatory adherence with operational efficiency.
• Own CS product metric health monitoring and deep dives
• Experience in supporting cross-functional projects or initiatives within complex organizations.
• Familiarity with problem-solving methodologies such as Design Thinking, Theory of Constraints, A3 Problem Solving, or Lean Six Sigma is a plus.
• Familiarity with visual storytelling techniques (e.g., process mapping, journey mapping, data visualization) to communicate insights is a plus.
• Familiarity with operational domains such as CS, KYC, Fincrime is a plus.
• Experience in a highly regulated environment is a strong plus.
• Experience with tools and platforms used in operations (e.g., Zendesk, Twilio, Looker, Superset) is a plus.
• Skills & Abilities:
• Strong verbal and written communication skills, with the ability to articulate thoughts clearly.
• Solid problem-solving skills and the ability to break down issues and deliver actionable solutions.
• Basic project management skills, with the ability to contribute to multiple priorities and meet deadlines.
• Effective communication and interpersonal skills, with an ability to engage with senior stakeholders.
• Strong attention to detail and a focus on delivering measurable results.
• Others:
• We are not able to sponsor vi

Benefits

Additional Information

The Business Operations Associate Manager will support critical discovery, analysis, and improvement initiatives in servicing operations. This role focuses on leveraging servicing operations insights to identify gaps in the service experience. You will partner and collaborate across teams such as product and operational teams to contribute to problem-solving efforts, aiming to reduce contact rates and defect rates improving platform experience. The Business Operations Associate Manager will drive efforts using data and deep dive insights to identify areas for improvement, contributing to solution design, and ensuring successful implementation under the guidance of the Business Operations Manager.

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