Fincrime Operations Team Lead - RFI at Wise

Brazil

<h3>Company Description</h3><p>Wise is a global technology company, building the best way to move and manage the world’s money.</p><p><strong>Min fees. Max ease. Full speed.</strong></p><p>Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.</p><p>As part of our team, you will be helping us create an entirely new network for the world's money.<br/> <strong>For everyone, everywhere.</strong></p><p>More about <strong><a href="https://wise.jobs/our-mission">our mission</a></strong> and <strong><a href="https://wise.jobs/what-we-offer">what we offer</a></strong>.</p><h3>Job Description</h3><p>We are looking for a <strong>Team Lead</strong> to join our growing financial crime fighting team based in Sao Paulo. The RFI team helps to receive, send and manage requests for further information (RFI) between Wise and external partner banks.</p><p>As an RFI Team Lead you are a people’s lead, with a mindset that enables you to build robust and compliant processes. You make sure the team meets service level agreements, while you take data-based decisions to improve and scale the team's performance and quality.</p><p><strong>You’ll be primarily responsible for:</strong></p><ul><li>Hiring, leading and developing the RFI team agents and specialists, including amongst other administrative tasks such as scheduling and organizing team activities.</li><li>Developing effective operational processes, task allocation, training and performance management to deliver a great customer experience.</li><li>Ensuring that complete, accurate, and timely reviews are conducted.</li><li>Creating, documenting and continuously improving operational processes, aiming for scalable, coherent solutions.</li></ul><p><strong>What you’ll get to do:</strong></p><ul><li>Collaborate with associated compliance teams to improve our processes and policies.</li><li>Act as the first level escalation point for the team and internal/external partners.</li><li>Communicate with customers as required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies.</li><li>Assess and mitigate operational risks, as well as guarantee sufficient controls over accesses and processes.</li><li>Develop RFI Specialists and leadership skills within RFI team, help to identify growth opportunities.</li><li>Lead initiatives with partners and other Wise's teams to manage operational impact of changes.</li><li>Identify opportunities to improve the customer experience and increase operational efficiencies.</li></ul><h3>Qualifications</h3><p>We are 100% a match if you have strong leadership and management skills, as well as if you can motivate and inspire the team to work towards a common goal. We are looking for a team lead who is a self-starter with a strong hands-on mentality and proactive way of working, but with great relationship building skills too.</p><p>In addition, you are able to engage internal as well as external stakeholders, and facilitate cross-team collaboration. More specifically, we’re looking for someone who can demonstrate they have these attributes:</p><ul><li>Excellent written and verbal communication skills in English are mandatory, any other languages are a plus.</li><li>You have excellent documentation skills along with communication and presentation skills.</li><li>You have great organisational skills, with the ability to prioritise and tackle multiple tasks while maintaining a precise and well-structured way of working.</li><li>You have a deep understanding and ability to analyse and move the team’s metrics.</li><li>You have exceptional critical thinking and problem-solving skills. You also have the readiness to take ownership of complex problems and propose possible solutions.</li><li>You are capable of identifying gaps in policies and processes and providing detailed feedback, including examples when possible, through the established communication channels. You operate and lead according to the company values</li><li>It's a bonus if you have previous work experience in compliance, anti-financial crime or a related field, ideally in a fast-paced environment and proven track record of leading people.</li></ul><h3>Additional Information</h3><ul><li><strong>Salary</strong>: 15400 BRL monthly </li><li>If you’re ready to take on a challenging and rewarding role, apply now and become part of our team at Wise!</li><li><strong>This is a hybrid position located in São Paulo, Brazi</strong>l, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation.</li><li>You’re eligible to work in Brazil,<strong> we cannot sponsor Visas for this role.</strong></li><li>Please submit your <strong>Resume + Cover Letter in English</strong>. We want to be sure we give everyone's application a fair review!</li><li><strong><a href="https://wise.jobs/what-we-offer">Click here to see the benefits we offer!</a></strong></li></ul><p><strong>Hiring Process: </strong>The entire process will be conducted in <strong>English</strong>.</p><ul><li>Application (resume + cover letter ) </li><li>Test Assignment</li><li>60 min First Interview</li><li>60 min Final Interview</li></ul><p>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.</p><p>We're proud to have a truly international team, and we celebrate our differences.<br/> 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.</p><p>If you want to find out more about what it's like to work at Wise visit <a href="https://www.wise.jobs/">Wise.Jobs</a>.</p><p>Keep up to date with life at Wise by following us on <a href="https://www.linkedin.com/company/1769571/">LinkedIn</a> and <a href="https://www.instagram.com/wisecareers/">Instagram</a>.</p>