Servicing Training Senior Lead

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.

Wise is looking for an experienced Senior Training Lead to drive our Know Your Customer (KYC) Training team forward! Our KYC team is the first line of defense to ensure that our customers are compliant with all the requirements from our regulators. Our KYC team vigilantly follows guidelines provided in our knowledge bases and ensures that communications with our customers are concise and concrete.

As KYC Training Senior Lead you will be responsible for leading our KYC Training teams. You’ll have a team of Leads (or you may call them team managers) that will report to you, and using your knowledge of learning and development (L&D), people leadership skills and experience you will ensure that these teams deliver highly effective training with measurable outcomes to our KYC teams. In this strategic role, you’ll set the direction and vision for the KYC Training function, ensuring it is proactive, scalable, and aligned with business priorities.

You will play a critical part in the training leadership team, contributing to broader initiatives and cross-functional projects to enhance the overall effectiveness of the Servicing function. You will take full ownership of the performance and development of the KYC Training teams, using your expertise in training evaluation and data-driven decision-making to deliver measurable impact.

The KYC Training Senior Lead will need to have experience working in busy, fast-paced operational training teams and possess excellent leadership skills. You’ll need to be able to build strong relationships across the organization quickly, to understand the training needs of KYC. You’ll also need to have outstanding people management, performance management and leadership skills. You will be comfortable working autonomously and take full ownership of KYC Training team performance.

This role will require you to work independently at times to develop your own function, but also to be an active member of the training leadership team, freely sharing your expertise and opinions. The ideal candidate will have deep expertise in learning needs analysis, training methodologies and evaluation. They must have a mastery of the ADDIE model, demonstrating its application to complex training interventions that deliver measurable impact.

Additionally, they will have solid experience in applying the Kirkpatrick model, Philips ROI and other industry-standard training evaluation frameworks, providing specific examples of training interventions driving speed to competency of the new hires and continuous performance improvements. The senior training lead must excel at transforming training teams from being reactive into proactive enablers of the servicing function and being true business partners.

They will take ownership of aligning training initiatives with strategic business objectives, prioritising projects based on sizable business impact, and managing stakeholder expectations. A strong data-driven mindset is essential; the ideal candidate will be adept at leveraging data to tell a compelling story, measure success, and drive continuous improvement in training effectiveness.

Furthermore, this individual will be tasked with elevating the competency levels across the training teams, ensuring that all team members are equipped with fundamental L&D knowledge and the ability to scope and size training interventions with precision, driving the highest value for the organization.

Activities performed on the job

• Team Leadership and Management: Oversee and lead the KYC Training teams, including managing team leads. Be responsible for the performance of the KYC Training team, actively monitoring and measuring performance to ensure the team remains high functioning. Build & introduce frameworks and monitor quality for effective outsourced training operations teams.
• Strategic Training Development and Delivery: Set strategic priorities for the KYC Training team, ensuring all training programs are compliance-driven, efficient, and scalable. Create strategic vision and goals to the KYC Training team, ensuring these align and support the overall servicing and business strategy. Ensure training aligns with the ADDIE model and industry-standard frameworks (e.g., Kirkpatrick, Phillips ROI) to create impactful training interventions. Continuously improve speed to competency for new hires and ongoing training programs, leveraging data insights and regulatory updates to drive performance. Take ownership of assessing training needs based on servicing strategy and goals, sizing the impact of learning interventions and prioritising when needed. Innovating training delivery methods through a data-driven approach.
• Performance management: Be an advocate for performance management by driving team accountability, proactively monitoring performance, continuously striving for excellence and developing high-potential team members. Proactively identify and implement strategies for performance improvement across the KYC training team. Ensure leads are delivering impactful coaching and development plans to foster continuous growth. Leverage data to monitor training effectiveness, facilitation quality, translating insights into actionable performance improvements.
• Stakeholder Engagement: Demonstrate strong leadership in stakeholder management, building trusted relationships across global locations and multiple domains (QA, WFM, Operations, KM, Talent Acquisition, central training teams, people analytics etc.) to identify and address their training needs effectively. Collaborate with KYC operational colleagues to ensure timely updates on regulatory and compliance training. Effectively prioritise and size training opportunities based on potential impact, providing alternative solutions where necessary to meet stakeholder requirements.
• Strategic Contribution: Be an active participant in the training leadership team, offering thoughts and best practice to contribute to broader training initiatives and projects. Share expertise and insights to enhance overall training effectiveness.
• Autonomous Function Development: Take ownership of the KYC Training team’s performance and development, working independently when necessary. Develop a deep understanding of the KYC Training function and proactively recommend areas of improvement.
• Data Driven Analysis, Impact and Reporting: Leverage data and analytics to monitor and assess training effectiveness, using key performance indicators to measure success. Tell a compelling story through data, communicating the ROI of training programs to senior stakeholders and making informed decisions for continuous improvement. Ensure that all training programs are backed by quantifiable metrics tied to broader business objectives.

Qualifications

• High level of proficiency in English, both written and verbal.
• Experience working within diverse fast-paced L&D teams, offering training to operational teams.
• Strong leadership skills, with experience leading training teams for a minimum of 1 year.
• Familiarity with Learning Management Systems (LMS) and e-learning platforms.
• In-depth knowledge of L&D industry standards and best practice.
• Displays strong analytical and problem-solving abilities to identify gaps, and improvement opportunities in training needs, delivery, processes and systems.
• Proficient in using data for performance assessment.

Additional Information

Base salary: 70,000 - 90,000 GBP gross annually (based on experience, level & interview outcomes). Restricted Stock Units (RSUs) & numerous amount of other benefits.

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.