WFM Operations Partner Senior Lead

Wise
London
Workplace: OnsiteFull timeGBP 85,000 - 112,000 annuallyFunction: Administration & Executive AssistanceSkills: ["Stakeholder management","Analytical reasoning","Strategic assertiveness","Coaching & mentorship","Change management"]

Lead the WFM–Operations partnering model to embed workforce management decision-making across the business. Own the quality and consistency of Ops Partner support, including escalations and ensuring short-term choices don’t undermine medium- and long-term workforce plans. Manage and develop WFM Operations Partner Leads through coaching, calibration, and peer review, and act as the senior WFM representative in complex operational trade-offs, moving teams from reactive firefighting to predictable execution.

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Wise
Wise
5 hours ago

WFM Operations Partner Senior Lead

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Job Summary

Lead the WFM–Operations partnering model to embed workforce management decision-making across the business. Own the quality and consistency of Ops Partner support, including escalations and ensuring short-term choices don’t undermine medium- and long-term workforce plans. Manage and develop WFM Operations Partner Leads through coaching, calibration, and peer review, and act as the senior WFM representative in complex operational trade-offs, moving teams from reactive firefighting to predictable execution.
Location: London
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Direct people management for WFM Operations Partner Leads, including hiring, onboarding, role clarity, performance management, and coaching.
  • •Set and reinforce expectations for decision quality, stakeholder behaviour, and adherence to WFM principles and frameworks.
  • •Develop Ops Partner Leads through metric interpretation and structured decision support, enabling evidence-based challenge of Operations leadership.
  • •Ensure capability, judgement, and behavioural standards across the Ops Partner team via calibration and peer review.
  • •Serve as the senior WFM representative and final escalation point for workforce-related decisions impacting service, cost, or workforce sustainability.

Pay and Benefits

Salary: GBP 85,000 - 112,000 annually

Key Requirements

  • •6+ years of WFM/Ops experience in high-volume, scaled environments such as Contact Centers or Shared Services.
  • •Knowledge of regulated operational environments, including CS, KYC, or FinCrime.
  • •Ability to translate WFM concepts like Erlang, Shrinkage, and Occupancy into actionable business guidance.
  • •Strong analytical reasoning to interpret data trends and identify leading vs. lagging indicators.
  • •Experience partnering with stakeholders and driving change through adoption of new playbooks or frameworks.
Skills:Stakeholder managementAnalytical reasoningStrategic assertivenessCoaching & mentorshipChange management
Languages:English
Tech Stack:ErlangSQLLookerCalabrioNICEVerint

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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