SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Wise is a global fintech company enabling seamless cross-border money transfers and international payments. This Payment Operations Senior Specialist role is based in Hyderabad and focuses on Service Delivery for the India Payment Operations Regional team.
You will be responsible for maintaining and enhancing operational excellence across payment operations in India. Key responsibilities include executing recurring operational tasks with high consistency, supporting scalability and reliability of operations, driving continuous improvement and process excellence initiatives, and meeting service level agreements (SLAs) that ensure customer satisfaction.
Specific duties include:
- Execute with excellence: maintain high consistency in executing recurring responsibilities within regional domains
- Team collaboration: support the team in achieving key performance metrics and SLAs, fostering a collaborative atmosphere
- KPI management: meet and exceed individual SLAs and KPIs specific to your role
- Issue resolution: investigate, resolve, and escalate domain-related issues promptly as the go-to expert
- Crisis management: serve as first-level escalation point for cases and incidents
- Operational excellence: follow established procedures while staying updated on critical operational changes
- Stakeholder support: collaborate with stakeholders to tackle complex problems with timely communication
- Drive improvement: lead process enhancements by working closely with various stakeholders
- Risk management: coordinate risk assessments and mitigation initiatives for products and processes
- Mentorship and training: train and mentor both new and existing specialists to build a skilled team
You will work with cross-functional teams including product development and engineering to improve operational processes and support operationalization of new and existing product features. This role offers the opportunity to challenge yourself with complex situations, inspire teams with ideas and customer insights, work globally across 5500+ employees with 125 nationalities, and make an impact by automating manual processes and driving operational efficiency.
Required Qualifications:
- Minimum 2+ years relevant experience in an operational role (bonus for payments space experience)
- Experience working in a fast-paced environment
- Experience working directly with product & engineering teams
- Basic data skills: ability to navigate tools like Looker to gather relevant data points
- Excellent written and verbal English skills
- Flexibility with working hours to collaborate across time zones
- Strong analytical mindset and problem-solving aptitude
- Proven track record of delivering impactful projects with focus on accuracy and attention to detail
- Understanding of operational risks and ability to mitigate them proactively
- Strong communication skills: clear, honest, and adaptable to different audiences
- Proactive relationship builder with experience working with external partners and product teams
Nice-to-have qualifications:
- Experience in payments/fintech space
- Experience driving process improvements or scaling operations
- Experience in driving process excellence
