Complaints & Ombudsman Team Lead

Job description

As a Complaints & Ombudsman Team Lead, you will play a critical role in ensuring our customers' concerns are addressed efficiently and effectively. You will manage alongside another Team Lead the local team of Complaints Officers, providing guidance, coaching, and support to ensure exceptional service delivery, reporting to the Senior Complaints Ombudsman Manager. This role will focus on complaints management strategy, regulatory compliance, and customer experience enhancement while identifying trends and driving continuous improvement. Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise’s reputation and operational excellence. Key Responsibilities: Lead, mentor, and develop a local team of Complaints Officers with regular check-ins and one-on-one sessions. Oversee training and ensure team knowledge is up-to-date with regulatory requirements. Manage local team capacity, plan for growth, and oversee absence management. Drive team engagement through team-building initiatives. Deliver and monitor departmental KPIs, setting clear expectations and providing regular performance feedback. Be a resource for team members, ensuring a strong understanding of jurisdictional targets and KPIs. Implement talent mapping and address performance gaps using company policies. Align team objectives with Wise’s broader goals and act as a key in cross-functional projects. Serve as a subject matter expert on complaints management, guiding regulatory compliance. Proactively identify risks, trends, and potential issues, developing and align strategies to mitigate them. Drive operational improvements to enhance team performance and customer experience. Recommend and implement solutions to reduce complaint resolution times. Use data and analytics to drive process improvements and communicate changes effectively. Lead initiatives to optimise workflows and improve team efficiency. Develop and execute strategies to enhance customer experience through effective complaints resolution. Champion a customer-first approach, integrating customer feedback into service and product enhancements. Act as an advocate for customers, ensuring their needs are represented in decision-making. Stay updated on industry trends and best practices in complaints management. Maintain a hands-on approach to escalated complaints to ensure product knowledge. Pursue professional growth opportunities relevant to customer advocacy . Must have: Advanced level in written and verbal English communication; Proven experience in Leadership and team management (at least 12 months), with a strong background in Fintech/Banking and complaints; Demonstrated ability to coach and lead team members to achieve high performance; Analytical and strategic thinker with strong problem-solving skills; Effective stakeholder management and communication skills; Ability to manage change and work in a dynamic, local environment; Collaborative approach, with a focus on balancing team and business needs; This is a hybrid position located in Sao Paulo, Brazil, and not fully remote. You must be able to commute to the office or open to relocation; You’re eligible to work in Brazil, we cannot sponsor Visas for this role. Nice to have: Ouvidoria certificate. 🚀 RSU’s in a rapidly growing company 💪 An annual self-development budget 🩺 Health and dental allowance for you and your dependents - CarePlus (Master1) 💝 Company-paid: Life Insurance, and an EAP program ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually 🏝️ A paid 6-week sabbatical leave after four years 👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance 🚌 Transportation vouchers 🍕 Meal (708 BRL per month) and food (1,166 BRL per month) vouchers 🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit . Keep up to date with life at Wise by following us on LinkedIn and Instagram . Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer .