At a Glance
- Tasks: Lead workforce management operations and drive data-driven decision-making.
- Company: Join Wise, a global tech company on a mission to simplify money management.
- Benefits: Inclusive culture, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values diversity and innovation.
- Why this job: Make a real impact in a diverse team while shaping the future of finance.
- Qualifications: 6+ years in WFM/Ops with strong analytical and stakeholder management skills.
The predicted salary is between 75600 - 92400 £ per year.
This job is with Wise, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. 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.
We’re looking for a Workforce Management Operations Partner Senior Lead to join our Operational team in our London office! The WFM Operations Partner Senior Lead is accountable for the WFM–Operations partnering model, ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business. This role owns the quality, consistency, and effectiveness of WFM partnership with Operations, ensuring that intraday, scheduling, and capacity principles are applied correctly, escalations are handled with discipline, and short-term decisions do not undermine medium- and long-term workforce plans.
The role does not execute tactical WFM activities or own forecasting, scheduling, or intraday delivery. Instead, it leads the Ops Partner function, sets standards, manages people, and acts as the senior WFM representative in complex operational trade-offs. Your mission is to institutionalise WFM decision-making inside Operations, moving the organisation from reactive firefighting to predictable, data-driven execution at scale.
Your Mission
The WFM Operations Partner Senior Lead is accountable for the people, standards, and decision quality of the WFM Operations Partner function. This includes direct line management of Ops Partner Leads and dotted-line functional leadership over Intraday and Scheduling Specialists.
- Act as the direct people manager for WFM Operations Partner Leads, with accountability for:
- hiring, onboarding, and role clarity
- performance management, GrowWise cycles, and calibration
- ongoing coaching, feedback, and development.
- Set and reinforce clear expectations for:
- decision quality
- stakeholder behaviour
- adherence to WFM principles and frameworks.
- Develop Ops Partner Leads from:
- metric interpretation
- structured decision support
- confident, evidence-based challenge of Operations leadership.
Ensure consistent capability, judgement, and behavioural standards across the Ops Partner team through calibration and peer review. Act as the senior WFM representative to Operations Heads and senior Ops leaders. Own the quality and consistency of workforce decisions taken by Operations. Serve as the final escalation point for workforce-related decisions that materially impact service, cost, or workforce sustainability.
Qualifications
- 6+ Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
- Financial Services Knowledge: Specific understanding of CS, KYC, FinCrime, or regulated operational environments.
- The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
- Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans.
- Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.
- Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.
- Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.
- Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.
Nice to have:
- Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint) to understand outputs and constraints.
- Coaching & Mentorship: Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality.
- SQL or Data Viz Skills: Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.
This role is part of the global WFM organization, reporting to the Functional Head of WFM. Team Goal: To protect the scalability of Wise. The team’s mission is to ensure that WFM insights are actually adopted and applied, ensuring we hit our SLAs efficiently as the company grows.
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.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.
WFM Operations Partner Senior Lead employer: Wise
Wise is an exceptional employer that fosters a culture of inclusivity and innovation, making it an ideal place for a Lead ML / Data Scientist to thrive. With a hybrid working model, generous personal development budgets, and a commitment to employee growth, you will have the flexibility and resources to excel in your role while contributing to meaningful projects that redefine how money moves globally.
StudySmarter Expert Advice🤫
We think this is how you could land WFM Operations Partner Senior Lead
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like WFM Operations Partner Senior Lead at Wise!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Wise or be willing to refer you for that WFM Operations Partner Senior Lead position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Wise who’s on the lookout for their next WFM Operations Partner Senior Lead star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time WFM Operations Partner Senior Lead role at Wise!
We think you need these skills to ace WFM Operations Partner Senior Lead
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Wise. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Wise
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Wise. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
