Performance Steering Lead

Company Description Wise is a global technology company, building the best way to move and manage the world’s money. Mission At Wise, we’re building money without borders. To deliver on our promise of instant, transparent, and eventually free service, our Operations must run with world‑class efficiency and precision. We empower our autonomous teams with the best data and processes to manage performance, ensuring every second saved is value delivered to our customers. Key Responsibilities Architect and driver of a proactive, data‑driven performance steering framework, moving operations from reactive reporting to continuous, real‑time management. Establish Metric Governance, KPI Target Setting, and conduct On‑Demand Efficiency Performance Reviews to maximize capacity and drive significant operational gains across global service teams. Lead a highly structured, data‑driven operational performance model, including dashboard ownership, weekly monitoring, trend assessments, and automated data‑based performance alerts. Implement and enforce advanced statistical methodologies (e.g., Variance Significance Factor, standard deviation analysis) to measure and monitor performance consistency across all agents and teams. Execute structured Performance Steering workflows for metric deviations, ensuring swift transition from gap identification to action plan initiation. Lead complex cross‑functional Root Cause Analyses to diagnose underperformance and develop formal, measurable action plans. Conduct deep‑dive efficiency reviews and actively drive resolution and sustained monitoring of high‑priority operational remediations across global queues and vendor partners. Train Operations Leads to utilize performance reports for data‑led 1:1 discussions, fostering a culture of ownership and data‑driven development. Manage the feedback loop process with Knowledge Management and Knowledge Delivery, scaling best‑practice trainings to drive measurable efficiency gains. Qualifications 5+ years in a high‑growth operations, performance, or analytics role, ideally within a tech, FinTech, or highly scaled service center environment. Expert‑level understanding and practical application of WFM and efficiency metrics: AHT, Occupancy, Adherence, CpH, and SLA. Highly proficient in data analysis using SQL and visualization tools, with experience interpreting and applying statistical control metrics. Proven ability to build, implement, and govern structured processes such as RCA, target setting, and remediation monitoring, with strong documentation and continuous iteration. Proactive, action‑oriented mindset focused on moving metrics and achieving strategic efficiency gains and capacity maximization. #J-18808-Ljbffr Wise