Grow Operations System Expert

Your Mission:
Wise Assets is one of our fastest-growing products, already live in the UK, EU, Singapore, Australia, and Brazil. In this role, you will elevate that mission by acting as the go-to consultant for how external financial infrastructures impact our investment products.

We are looking for a System Expert (Financial Rails) to join the Grow (Assets) Operations team to enhance existing products and build the foundational infrastructure for Wise's future investment solutions in Austin.

As a System Expert in Grow Operations, you’re recognized as the go-to consultant and Subject Matter Expert (SME) for all-things Financial Rails in the Grow Squad and all cross-functional partners. This role utilizes deep domain expertise to provide company-level support, focusing on high-complexity problem-solving and proactive process innovation. System Experts are pivotal in scaling the team's capabilities through automation, knowledge transfer, and strategic project support.

We’re looking for an operational expert on the end-to-end flow of money and e-money, specializing in bank integrations, payment rails and networks (including migrations).
 

Key Responsibilities:

• Project & Stakeholder Management: Acting in partnership with Product Specialists as the POC and SME in your specialized domain for discovery and project implementations across Grow Squad stakeholders (Operations, Engineering, Compliance, Risk) and other key teams (Finance, Payment Operations, Treasury). You translate complex operational realities into clear requirements for product and engineering teams. 
• Process & Root-Cause Ownership: Owning optimizing Knowledge Bases, SOPs, and Incidents Manuals to enhance team processes and significantly reduce engineering/analytics dependency. You proactively identify the root-cause for operational issues (vs. addressing the symptom) and actively work on addressing them at the source.
• Continuous Improvement: Reviewing operational processes and ensuring continuous improvement to minimize operational waste. This includes identifying automation opportunities and providing high-value feedback on tooling and systems.
• Training & Development: Supporting onboarding new joiners and helping existing team members grow domain expertise by formally and informally sharing subject-matter-expertise. You act as a mentor, elevating the entire team's technical and process understanding.
• Incident Management: Confidently handling incidents within the domain, while actively coaching the team to level-up on incident handling across all severity levels, driving a culture of preparedness and ownership.

Time Allocation

• 40% of time is focused on day-to-day high complexity operational tasks (Tier 2) and acting as the final point of escalation for complex issues within the specialized domain. 
• 60% of time is focused on strategic and transformational work.

• You have worked in a Payment Operations role for at least 1 year.
• Proven Delivery: You have successfully delivered mid-sized projects involving cross-functional teams, demonstrating clear and measurable impact. You have prior experience making tangible improvements to a product or service. 
• Data-Driven: You are comfortable sourcing your own data.
• Goal-Oriented: You have a strong track record of setting, monitoring, and achieving targets and goals.
• Problem Solver & Communicator: You can clearly articulate, simplify, and scope complex problems, following through to completion. You are adept at identifying gaps and proactively solving new issues independently.
• Operational Acumen: You possess the technical understanding of operational processes and the ability to apply this knowledge to develop and recommend scalable solutions.
• Stakeholder Management: You can communicate effectively with different levels of stakeholders, from senior leadership to specialist level, tailoring your message for the right audience.
• Mission Driven: You map mission impact when scoping new projects and are comfortable providing direct feedback when actions or solutions contradict Wise’s principles/mission or introduce unnecessary risk.

Standard Working Hours

Given the global reach of our team, this role requires a shifted schedule to ensure effective cross-regional collaboration. The core hours are:

• Standard Shift: Initially 7:00 a.m. – 3:00 p.m. CST to facilitate synchronization with our European stakeholders; start times may transition to 8:00 a.m. or 9:00 a.m. as the role evolves.

Global Flexibility Requirement

• Candidates must demonstrate flexibility beyond the standard shift. To maintain a strong connection with our Singapore-based team, you will be expected to join evening meetings periodically, occasionally as late as 8:00 p.m.

Where You'll Be: We're looking for someone to join our team in Austin, USA! It's a hybrid role, so you'll get to spend time with the team in the office. This isn't a fully remote position, and we don't have a relocation package for it.

Work Eligibility: This role is for candidates who are already authorized to work in the US. Unfortunately, we can't sponsor visas for this opportunity.

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.

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