RFI Team Lead

We’re looking for a new RFI Team Lead to join our Partner RFI team in Tallinn. 

As an RFI Team Lead you will be people’s lead with a mindset that enables you to build strong and compliant processes, while keeping in mind the service level agreements, growth and globalisation of Wise. Make data-based decisions to improve and scale the team’s performance and quality, facilitate cross-team collaboration and help Wisers in the team to develop.

The role as a RFI Team Lead gives you the opportunity to:

• Hire, lead and develop RFI team, including amongst other administrative tasks such as scheduling, interviewing, hiring, organizing team activities etc.
• Develop effective operational processes, task allocation, training and performance management to deliver a great customer experience.
• Measure your team’s KPIs and manage capacity.
• Drive efficiency by following agreed framework of quality control, team’s and specialists individual KPIs, also internal and external SLAs.
• Collaborate with associated compliance teams to improve our processes and policies.
• Act as the first level escalation point for the team and internal/external partners.
• Be able to represent and explain the RFI processes to third parties.
• Communicate with customers as required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies.
• Develop RFI Specialists and leadership skills within RFI team, help to identify growth opportunities.
• Lead initiatives with partners and other Wise's teams to manage operational impact of changes.
• Identify opportunities to improve the customer experience, increase automation and improve operational efficiencies.

• You have very good verbal & written English, any other languages are a plus.
• You have excellent documentation skills along with communication and presentation skills.
• You have great organizational skills with the ability to prioritize and tackle multiple tasks while maintaining a precise and well-structured way of working.
• You have strong leadership and management skills, motivating and inspiring the team to work towards a common goal.
• You are a self-starter with strong hands-on mentality and proactive way of working; comfortable working independently as well as part of a team.
• You have a strong analytical mindset, with the ability to create dashboards and visualize data using relevant tools (e.g. Looker), analyze it and draw conclusions.
• You have exceptional critical thinking and problem-solving skills. You also have the readiness to take ownership of complex problems and propose possible solutions.
• You operate and lead according to the company values.
• You have a deep understanding and ability to analyse and move team’s metrics.
• You have great relationship building skills, you are able to engage internal as well as external stakeholders, and facilitate cross-team collaboration.
• You have a previous work experience in compliance, anti financial crime or a related field, ideally in a fast-paced environment. 

• Stock options in a profitable company.
• Wellbeing support - You and your family have access to an Employee Assistance Program, where you’ll be able to speak to qualified counsellors for support on anything that matters to you.
• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave.
• National health insurance plan, with additional 3 health days per year, and sports allowance.
• Volunteering day off.
• Hybrid model of flexible working.

Hiring process:

• Application review: Resume and Cover Letter including answering the questions below.
• HireVue video interview.
• First interview with two Team Leads.
• Final interview with one Team Lead and Senior Lead.
• Start date: Q1 2022.

Questions to be answered in your Cover Letter:

• What would you bring to the team? 
• What do you consider to be the most important quality for a lead?

Please note that applications without a cover letter won't be considered. 

PS! If you’re interested in the position, please apply by submitting your CV and Cover Letter in English before 12th of January 2022!

We’re also offering relocation help for this role*

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, where and what you studied isn’t important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

*It is not guaranteed that candidates’ visa applications will be successful. Please be aware that the Estonian immigration and law authorities may exercise additional scrutiny for applications from countries which are considered to be higher risk by Estonian authorities. These countries may include, but are not limited to, India, Nigeria, Pakistan, Bangladesh, Iran, Egypt, Syria and Cameroon.