Head of Servicing Scale

Wise
London
Workplace: OnsiteFull timeGBP 145,000 - 195,000 annuallyFunction: Administration & Executive AssistanceSkills: ["Systemic thinking","Communication","Accountability","Stakeholder management","Team coaching"]

Lead the “Central Nervous System” of Wise’s servicing operations, unifying workforce management, demand and performance management, and capacity planning into an automated, data-driven engine. Own operational planning transformation so infrastructure can scale to millions of additional customers without linear cost growth. Raise technical standards across the organization, integrate planning systems, set the roadmap for internal WFM/capacity tools, manage global cost centers, and develop a leader-of-leads culture.

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Wise
Wise
2 days ago

Head of Servicing Scale

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Job Summary

Lead the “Central Nervous System” of Wise’s servicing operations, unifying workforce management, demand and performance management, and capacity planning into an automated, data-driven engine. Own operational planning transformation so infrastructure can scale to millions of additional customers without linear cost growth. Raise technical standards across the organization, integrate planning systems, set the roadmap for internal WFM/capacity tools, manage global cost centers, and develop a leader-of-leads culture.
Location: London
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Transform operational planning from manual processes into an automated, data-driven loop that responds instantly to changes in customer behavior.
  • •Integrate demand forecasting, staff scheduling, and performance tracking into a single system.
  • •Define and enforce high technical standards, raising the org from data reporting to data engineering and science.
  • •Own global cost center and headcount, managing complex budgets with less than 5% variance while meeting aggressive scaling targets.
  • •Lead internal roadmap for WFM and capacity tools and oversee outsourcing integration into Wise’s technical ecosystem.

Pay and Benefits

Salary: GBP 145,000 - 195,000 annually

Key Requirements

  • •Proven experience managing large-scale, multi-layered global organizations (100–200+ people).
  • •Track record designing operational frameworks that solve root-cause issues.
  • •Ability to vet and develop technical talent in areas like data science, capacity modeling, and systems architecture.
  • •Strong ability to translate complex operational data into clear narratives for executive leadership with radical ownership of numbers.
  • •Experience as a strategic consultant across Product, Finance, and Regional Leads while navigating conflicting priorities.
Experience:Financial servicesWorkforce managementCapacity planningAutomated operationsData-driven environmentsOutsourcing
Skills:Systemic thinkingCommunicationAccountabilityStakeholder managementTeam coaching
Languages:English
Tech Stack:AILLMsMachine learningPredictive modelingCapacity modelingData engineeringSystems architecture

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
Glassdoor
Glassdoor: 3.8
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