Head of KYC Operations - Wise Platform in London

Wise is a global technology company, building the best way to move and manage the world’s money. 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.

Your mission is to lead the KYC Operations Function organization to ensure its compliance and provide instant service with best‑in‑class quality. And to do this in a scalable, cost‑efficient manner, working in partnership with other Wise teams and functions, most prominently with Wise Product and Compliance.

What You’ll Be Doing

• Lead a team of Area Leads and their functional areas to drive strategic direction and operational excellence.
• Set and execute strategic objectives, build high‑performing teams, and ensure they meet operational and quality targets.
• Oversee approximately 75 employees across multiple locations both internally and outsourced, ensuring the organization’s mission is achieved and operational strategies align with business goals.
• Ensure top‑notch delivery in your team’s quality, compliance, speed, and cost of operations.

Setting the Strategy for KYC Operations Function

• Lead the design of the vision and strategy for your team, aligned with the overall Servicing Strategy, making processes more compliant, faster, better, and more scalable, with a clear customer focus.

Building the best processes

• Build and develop a robust and compliant customer onboarding program.
• Build the necessary support systems for the processes: metrics, targets, governance, and utilize data and user research to optimize onboarding experience and transform how we fight financial crime and fulfil regulatory obligations.
• Drive improvement initiatives and manage an efficient process while providing continuous effective risk management and control.
• Work closely with our Risk and Compliance teams to align on risk appetites and capabilities to support business growth.

Nurturing a great team

• Ensure the right KYC Operations Function organization and leaders are in place.
• Build and develop a people strategy that allows execution upon the vision—cross functions and locations.
• Revamp people management processes with the People Operations team: skills, career paths, performance management.
• Oversee team budgets and high‑level reporting.

Qualifications

• Exceptional verbal and written English communication skills are essential.
• Ability to articulate complex concepts clearly to diverse audiences.
• Extensive experience, typically 10 years, in Operations (preferably KYC/AML, financial crime, compliance, or related fields within the financial services industry).
• Demonstrated leadership experience, preferably 8 years, in leading and mentoring large teams, fostering an inclusive and high‑performance culture.
• In‑depth expertise and strategic understanding of the regulatory environment and evolving framework surrounding KYC/AML.
• Proficient in utilizing advanced analytics tools, such as Looker, Superset, or equivalent platforms, to drive data‑driven decision‑making.
• Exceptional communication and interpersonal skills, coupled with strong organizational capabilities.
• Ability to manage time effectively and thrive in fast‑paced, high‑pressure environments.
• Expertise in multi‑tasking and maintaining accountability in complex scenarios.

Inclusive teams help us live our values and ensure every Wiser feels respected, empowered, and can progress in their careers. We celebrate diverse, equitable, and inclusive environments.