Head of Servicing Scale
- london, england, United Kingdom
- Permanent·On-site
- Full time
- £180 - £240 Per Day
Job Description
We’re looking for a Head of Servicing Scale to join us and do things differently.
As the Head of Servicing Scale, you are responsible for the "Central Nervous System" of Wise’s servicing operations. You lead the unified global organization covering Workforce Management (WFM), Demand Management, Performance Management, and Capacity Planning & Product.
Your mission
Your mission is to transform operational planning from a manual process into an automated, data-driven engine. You are accountable for ensuring that Wise’s infrastructure can support millions of additional customers without a linear increase in costs. Beyond systems, you are the custodian of the technical bar, ensuring that every member of the Servicing Scale organization possesses the high-level analytical and technical skills required to build the future of automated operations.
What you’ll do.
In this role, your core responsibilities will include:
Operational Planning & Technical Excellence
System Integration: Connect demand forecasting, staff scheduling, and performance tracking into a single, automated loop that responds instantly to changes in customer behavior.
Raising the Technical Bar: Define and enforce high technical standards for the org. You ensure that team members move from "data reporting" to "data engineering and science,"fostering a culture where technical growth is a core requirement”
Financial Ownership: Own the global cost center and headcount. You must manage a complex budget with less than 5% variance while hitting aggressive scaling targets.
Tooling & Automation
Product Strategy: Lead the roadmap for internal WFM and Capacity tools. You decide where manual intervention ends and where automated, AI-driven decision-making begins.
Global Footprint: Oversee the outsourcing strategy, ensuring external partners are integrated into our technical ecosystem and meet our high performance and data standards.
The experience, background and competencies needed to succeed in this role.
Leader of Leaders: Proven experience managing large-scale, multi-layered global organizations (100-200+ people).
Systemic Thinking: A track record of designing operational frameworks that solve root-cause issues rather than surface-level symptoms.
High Technical Standard: Ability to vet and develop technical talent in fields like data science, capacity modeling, and systems architecture.
Masterful Communication & Accountability: You translate complex operational data into clear, compelling narratives for executive