Payment Operations Recovery Product Specialist

We're looking for a Payment Operations Recovery Product Specialist to join our team to help minimizing the impact of materialized loss on our customers and products

As a Payment Operations Recovery Product Specialist, your role will revolve around project management, with an emphasis on driving key initiatives that help prevent operational losses, improve the existing operational processes connected to loss recovery and ensure that the processes scale well, are efficient and mitigate or minimise risks.

You will take full ownership of projects, from initial scoping to final implementation. This includes assessing problem size and impact, creating rollout plans, collaborating across teams, conducting testing, and refining solutions. You will collaborate with various Wise functions (e.g. Product & Engineering, Fraud, Risk, Compliance, Customer Support, Finance etc.) as you work to translate evolving Recovery team’s challenges into scalable, automated systems and processes.

Here’s how you’ll be contributing to the Payment Operations team:

• Take full ownership of projects, from initial scoping to final implementation. This includes assessing problem size and impact, creating rollout plans, collaborating across teams, conducting testing, and refining solutions;
• Identify, prioritise, and address key manual workload drivers for Payment Operations connected to Recovery domain;
• Translate Stakeholder and Business Needs into operational processes, support insight with data-driven analysis;
• Proactively initiate and prioritise projects based on team and customer needs. Drive innovation and improvements in processes;
• Collaborate effectively with internal and external stakeholders to support the operationalisation of product enhancements and to solve complex problems and incidents related to their area of ownership, ensuring timely and relevant communication;
• Develop efficient operational processes that minimise manual workload, working closely with stakeholders and requiring minimal guidance;
• Coordinate with relevant risk teams to assess, mitigate, and manage risks associated with your domain and Payment Operations;
• Ensure that domain level Key Performance Indicators (KPIs) are always relevant and impactful. Establish KPIs and Service Level Agreements (SLAs) for new features and processes. Monitor and respond to changes in SLAs and KPIs, serving as the key escalation point for significant breaches;
• Act as the first-level escalation point for cases and crises within the area of expertise, and handle incidents effectively.

• You’re placed in Estonia, and have a right to work here (we don’t offer relocation nor visa support for this role).
• You have delivered mid-sized projects working with engineers or other product or operational teams and can demonstrate clear impact on your projects. You have previous experience making improvements to a product or service.
• You know how to use different process improvement methodologies.
• You have a track record of achieving targets and goals, setting and monitoring success.
• You're able to clearly articulate, simplify and scope problems, and follow through to completion. You can identify gaps in processes and show initiative to independently solve new issues.
• You empathise with the domain challenges, you have passion towards finding the solutions and measuring them against cross team and customer impact.
• You're comfortable getting your own data, building dashboards using BI tools like Looker. You can work with data and customer insight to learn about problems, measure their scope and impact and develop solutions.
• You can communicate with different levels of stakeholders, from senior leadership to agent level and know how to tailor your communication for the right audience.
• You consider and map mission impact when scoping new projects.
• You're comfortable providing feedback and speaking out if actions or solutions go against Wise’s principals/mission and when initiatives/projects drive unnecessary risks.
• You actively seek stakeholder feedback and empathise with viewpoints and feedback from others.

Sounds like the next step for you? Apply by submitting your CV in English latest by 6th of March EOD.

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