Head of Complaints
Wise
- Budapest
- Állandó
- Teljes munkaidő
- Develop and implement strategies to enhance customer satisfaction and complaints resolution efficiency globally.
- Lead a diverse team responsible for complaints handling, including outsourced partners.
- Collaborate with cross-functional teams to drive continuous improvement in customer experience.
- Oversee the management of vulnerable customers with empathy and diligence.
- Conduct thorough root cause analysis of complaints to implement preventive measures. Implement a data-driven approach to complaints management, leveraging analytics to identify trends and opportunities for operational improvement.
- Develop and maintain strong relationships with regulatory bodies and industry stakeholders (including internal partners) to ensure compliance and drive industry best practices in complaints handling.
- Be the champion for customer advocacy within the organization, ensuring that customer feedback is heard and acted upon at all levels.
- Collaborate closely with product and technology teams to identify and address systemic issues contributing to complaints and customer dissatisfaction.
- Represent Wise in industry forums related to complaints handling and customer advocacy.
- You're an expert in Complaints Management and have 5+ years experience in a Head Of Department capacity, operationally leading a team of 150+ colleagues.
- Strong strategic thinker with a focus on innovation and process optimisation.
- Excellent stakeholder management skills with the ability to influence at all levels.
- Deep understanding of regulatory requirements related to complaints handling.
- Highly autonomous, goal orientated with a track record of success.
- Experience in managing outsourced operations is highly desirable.
- Previous experience of working with a FinTech.
- You have designed Complaint Handling strategies before and effectively delivered them.
- Experience in managing complaints across diverse jurisdictions and cultures.
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