Business Operations Senior Manager

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.

To take our mission to the next level, we are constantly applying for new licences and creating regulated subsidiary entities designed to serve international lives seamlessly. While our underlying operations and technology are delivered centrally via Wise Group, our regulated entities retain full entity-level responsibility and regulatory accountability for customer outcomes, operational resilience, and service quality. We are establishing a dedicated COO function built on the principle of "Oversight, not execution," ensuring that we can safely scale and service our customers while meeting regulatory expectations.

We are looking for a Business Operations Senior Manager to join a newly formed entity COO team. This is a critical, high-profile role responsible for supporting the establishment of our entity-level operational governance, operational resilience frameworks, and intra-group service oversight. You will not be running daily execution or managing traditional hands-on delivery teams. Instead, your mission is to treat Wise Group as a material service provider, independently validating performance and data, and providing the structured, repeatable evidence that senior managers, our Board, and regulators require.

Your Mission:

• Intra-Group & Outsourcing Oversight: Implement and operationalise our intra-group outsourcing framework. Actively monitor, validate, and challenge the service levels (SLAs), KPIs, and customer outcomes delivered by Group functions (such as Customer Support, KYC, Financial Crime, and Payment Operations).
• Operational Resilience Framework: Support the design, mapping, and ongoing testing of Important Business Services (IBS) and impact tolerances, ensuring our regulated subsidiary meets regulatory expectations for end-to-end resilience.
• Incident Governance: Maintain a real-time, entity-level view of current major incidents and changes. Oversee severity classifications, look after customer impacts, and ensure the root causes are addressed via robust remediation tracking with Group providers.
• Regulatory & Board Readiness: Fulfil essential regulatory and governance requirements. Help draft clear, consistent, and audit-ready management information (MI), dashboard analytics, and evidence packs to support Board committees and senior executives.
• Change Oversight: Act as the operational gatekeeper and interface for change management when product launches, infrastructure developments, or process updates impact entity servicing, customer outcomes, or third-party risks.

This Role Will Give You The Opportunity To:

• Shape a U.K. Regulated Subsidiary: Play a critical role in a regulated entity's operating and oversight model.
• Choose Your Path to Impact: Work with radical levels of ownership and empowerment within an autonomous, collaborative FinTech environment.
• Gain Wide Exposure: Deal with the full breadth and depth of a global financial product, collaborating extensively across Product, Operations, Expansion, Risk, Compliance, Legal, and Corporate Secretariat teams.

What You'll Bring:

• The Experience: You have a proven track record within financial services, banking, or scale-up fintech, specifically dealing with operating model design, risk frameworks, or supplier/service oversight.
• Control & Risk Mindset: You possess a strong analytical controls mindset. You look past surface-level narratives and use data to investigate root causes, track remediations, and validate data quality.
• Credible Challenger and Influencer: You are highly confident in your ability to constructively cross-examine and challenge large global delivery organisations to make sure entity commitments are honoured. You are apt at managing stakeholders and building relationships to advocate for change.
• High Documentation Quality: You take pride in producing traceably accurate, clean, and professional documentation that is immediately ready for auditors and regulators.
• Get Stuff Done: You are an entrepreneurial self-starter. You are comfortable doing complex strategy design one day and rolling up your sleeves for manual validation or tracking tasks the next.
• Customer centricity: You’re passionate about helping customers. They are at the heart of what you do and that empathy drives your decisions.

Qualifications

• Proven experience in managing outsourcing activities, preferably within the financial services industry.
• Understanding of U.K. regulatory requirements related to outsourcing and operational resilience.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

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.