Global Arbitration Lead

If you're interested in the position please apply by submitting your CV and Cover Letter. In your cover letter, please answer the following questions: What motivates you to apply for this role? Why would you be a good fit? We’re looking for a Global Arbitration Lead to join our growing team. Executive Summary At Wise, we aspire to be the undisputed leaders of excellence in Complaint Arbitration. As our Complaint Arbitration Lead for the APAC region, you will be the driving force behind this mission. Operating at a fast pace, you will ensure high-quality engagement and assurance while building the strong internal and external relationships necessary to maintain and fortify our regional licenses. In this pivotal role, you will interface with an ever-growing list of global arbitration bodies to guarantee exceptional customer outcomes. More than just resolving escalations, you will act as a strategic catalyst—translating complex arbitration and regulatory findings into specific, actionable insights that directly improve our complaint responses and shape our future product and service design. If you are a strategic thinker who is deeply passionate about customer advocacy and process innovation in a dynamic financial landscape, this role is for you. Roles & Responsibilities Leadership & Team Management Empower and Oversee: Lead a team of talented Arbitration Specialists in the APAC region, ensuring day-to-day operations run smoothly and efficiently. Performance Tracking: Actively manage and monitor team KPIs to ensure we consistently meet and exceed our quality and resolution targets. Act as the Expert: Serve as the primary go-to subject matter expert and escalation point for complex, high-visibility, or high-risk arbitration cases. Strategic Insight & Reporting Data-Driven Reporting: Support the delivery of comprehensive global arbitration reports for Monthly Business Reviews (MBRs). Actionable Insights: Translate complex regulatory and arbitration findings into clear, specific, and actionable insights for stakeholders across the business. Process Improvement: Lead change initiatives designed to refine our internal processes and elevate the quality of our complaint responses. Relationship & Change Management Build Partnerships: Cultivate strong, collaborative relationships with internal cross-functional teams and external entities, particularly regional and global arbitration bodies. Influence Change: Act as an advocate for best practices, influencing positive, company-wide change across Wise to protect and build the strength of our operating licenses. Resource Allocation: Strategically prioritize and deploy resources to tackle the most critical arbitration challenges. Customer Experience & Outcome-Centric Approach Drive Exceptional Outcomes: Maintain a relentless focus on securing fair, high-quality resolutions for our customers, adapting strategies as individual cases or broader trends demand. Advocate for the Customer: Utilize deep customer insights gathered from arbitration to champion the customer internally, driving tangible improvements in product and service design. Strategic Planning & Adaptability Align with Service Ops: Lead strategic planning initiatives that seamlessly integrate with our broader Service Operations goals. Stay Agile: Remain flexible and adaptable, pivoting strategies as necessary to navigate the ever-evolving global financial and regulatory landscape. Continuous Professional Development Industry Expertise: Keep a pulse on emerging industry trends, regulatory updates, and shifts in the dispute resolution space. Lifelong Learning: Commit to continuous professional development for yourself and your team to ensure Wise remains at the cutting edge of compliance and customer care. Qualifications You have at least 12 months working in Complaints/Arbitration and have previous leading experience. You’re a great communicator. You’ve got impeccable verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else - You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization On top of this, you’re able to adapt to Wise type of communication You pay attention to details, when completing tasks you’re thorough and accurate You’re analytical: you are comfortable working with data, noticing p…