Wise

1 month ago

Workforce Management Operations Partner Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Lead and partner with Operations to embed Workforce Management principles into planning and decision-making in a Singapore-based office. Act as a discipline guardian, translate WFM insights into actionable trade-offs, mentor Intraday/Scheduling Specialists, and drive governance, scenario planning, and proactive risk identification to protect service, cost, and scalability.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently.
•Clarify that forecast accuracy, schedule creation, or intraday execution remain the responsibility of WFM execution teams.
•Mentor and develop Intraday and Scheduling Specialists through guidance, coaching, and feedback with a dotted-line reporting relationship.
•Lead Stakeholder Transition initiatives moving Operations leaders toward Service Scale operating principles and WFM playbooks.
•Establish a Governance Framework to surface recurring exceptions or manual overrides in scheduling and identify WFM discipline gaps.
•Conduct Scenario Steering by facilitating What-If discussions with Ops leads on demand spikes and staffing constraints, emphasizing confidence ranges over point estimates.

Pay and Benefits

Salary: SGD 8,500 - 11,800 monthly

Key Requirements

•2–4 Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
•Financial Services Knowledge: Specific understanding of KYC, FinCrime, or regulated operational environments.
•The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
•Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans
•Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.

Experience:2-4 yearsFinancial servicesContact centersShared services

Skills:Stakeholder managementAnalytical thinkingCommunicationCoachingLeadership

Languages:English

Tech Stack:ErlangShrinkageOccupancy

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: 3.8

Website LinkedIn Glassdoor

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Wise

1 month ago

Workforce Management Operations Partner Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently.
•Clarify that forecast accuracy, schedule creation, or intraday execution remain the responsibility of WFM execution teams.
•Mentor and develop Intraday and Scheduling Specialists through guidance, coaching, and feedback with a dotted-line reporting relationship.
•Lead Stakeholder Transition initiatives moving Operations leaders toward Service Scale operating principles and WFM playbooks.
•Establish a Governance Framework to surface recurring exceptions or manual overrides in scheduling and identify WFM discipline gaps.
•Conduct Scenario Steering by facilitating What-If discussions with Ops leads on demand spikes and staffing constraints, emphasizing confidence ranges over point estimates.

Pay and Benefits

Salary: SGD 8,500 - 11,800 monthly

Key Requirements

•2–4 Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
•Financial Services Knowledge: Specific understanding of KYC, FinCrime, or regulated operational environments.
•The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
•Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans
•Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.

Experience:2-4 yearsFinancial servicesContact centersShared services

Skills:Stakeholder managementAnalytical thinkingCommunicationCoachingLeadership

Languages:English

Tech Stack:ErlangShrinkageOccupancy

Company Brief

Wise

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: 3.8

Website LinkedIn Glassdoor