Complaints Policy and Procedures Lead

We’re looking for a Regional Complaints Policy and Procedure Lead to join our growing Complaints team. 

Purpose of the role

As a Regional Complaints Policy and Procedure Lead at Wise, you will support strategic change initiatives to improve our complaints handling approach through alignment, and standardisation of policies, procedure, and guidance in line with regional expectations and regulations. You will ensure that regional requirements and solutions are clearly documented and that local and Global Policies are reflective of changes. You will use your knowledge, and skills to develop and implement region-specific policies and procedures, demonstrating initiative and a results-oriented mindset, with limited need for supervision. Your efforts will ensure we understand and operate in line with regulatory expectations, remain compliant, deliver fair outcomes, and provide efficient treatment of complaints.

You will be responsible for understanding region differences, local best practices, and regulatory expectations - developing, drafting and maintaining policies and procedures that ensure a customer-focused approach to our decision-making processes and treatments. This is essential in driving a world-class complaint function.

You will build relationships across the organisation, connecting the complaints function to the wider business. You will document our processes and procedures with input from SMEs in different functions, ensuring we remain up to date with regional market developments, regulatory changes, and that you escalate key decisions to senior leaders. You will also assist with Compliance Monitoring reviews, alignment discussions, and closure of actions.

In this role, you will collaborate with the leadership team to create or amend guidance, monitor complaint outcomes, support outcome testing, and keep our decision-making guidelines updated to reflect insights from Compliance, arbitration bodies, and root cause analysis. Your capability to articulate the need for changes will be crucial in effectively managing and mitigating customer outcome risks.

Being customer-obsessed, you will assess our processes to identify barriers to excellent experiences for both colleagues and customers. You will identify opportunities and gather feedback to enhance our complaint journeys. You will develop proposals for change and contribute to their delivery, and measure the positive impacts.

With a strong awareness of the organisation’s strategic direction, you will align key decisions with the priorities of Global Operations. You will participate in leadership briefings, and present to senior stakeholders, influencing better outcomes for both our people and our customers as we drive toward Mission Zero.

Activities performed on the job

Framework Development and Alignment:

• Support the development and maintenance of region-specific complaint management policies and guidance, ensuring consistent alignment with Wise’s Global approach and regulatory requirements.

Cross-Functional Collaboration:

• Participate in building strong relationships with key stakeholders to assist in identifying and implementing process improvements that enhance efficiency, regulatory compliance, reporting, and customer experience.

Regulatory Compliance and Risk Management:

• Assist in surfacing, monitoring, and interpreting regional compliance requirements to support the implementation of effective 1LOD controls and adherence to regulatory standards.

Compliance Monitoring and Action Closure:

• Assist with Compliance Monitoring reviews, participate in alignment discussions, and support the closure of actions to ensure regulatory and operational effectiveness.

Performance Monitoring and Reporting:

• Utilize data-driven insights to track and report on key performance indicators, supporting continuous improvement and strategic adjustments.

Continuous Improvement and Innovation:

• Coordinate and assist in deploying programs to embed best practices and promote consistent handling of complaints across different regions, in partnership with Service Experience stakeholders.

Customer and Regulatory Focus:

• Ensure that customer impact is balanced with regulatory compliance to maintain Wise’s reputation, improve customer outcomes, and prevent escalations to arbitration bodies.

• 4+ years of experience working in a department handling regulated complaints, regulatory compliance, policy development, or within the financial services sector.
• Demonstrated ability to effectively support the management of complex stakeholder relationships and contribute to cross-functional projects.
• Strong understanding of regulatory requirements, risk mitigation, control environments and best practices in complaint management.
• Experience in assisting with the development and implementation of improved policies, processes, procedures, or training programs is highly desirable.

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 is your motivation to apply to this position?
• What do you think is the biggest risk to any Complaints Department?

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.

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