Global Arbitration Lead

About the Position

Global Arbitration Lead

We’re looking for a Global Arbitration Lead to join our growing team. If you are a strategic thinker who is deeply passionate about customer advocacy and process innovation in a dynamic financial landscape, this role is for you.

Responsibilities

• Leadership & Team Management

  • Empower and Oversee: Lead a team of talented Arbitration Specialists in the APAC region, ensuring day-to-day operations run smoothly and efficiently.
  • Performance Tracking: Actively manage and monitor team KPIs to ensure we consistently meet and exceed our quality and resolution targets.
  • Act as the Expert: Serve as the primary go-to subject matter expert and escalation point for complex, high-visibility, or high-risk arbitration cases.

• Strategic Insight & Reporting

  • Data-Driven Reporting: Support the delivery of comprehensive global arbitration reports for Monthly Business Reviews (MBRs).
  • Actionable Insights: Translate complex regulatory and arbitration findings into clear, specific, and actionable insights for stakeholders across the business.
  • Process Improvement: Lead change initiatives designed to refine our internal processes and elevate the quality of our complaint responses.

• Relationship & Change Management

  • Build Partnerships: Cultivate strong, collaborative relationships with internal cross-functional teams and external entities, particularly regional and global arbitration bodies.
  • Influence Change: Act as an advocate for best practices, influencing positive, company-wide change across Wise to protect and build the strength of our operating licenses.
  • Resource Allocation: Strategically prioritize and deploy resources to tackle the most critical arbitration challenges.

• Customer Experience & Outcome-Centric Approach

  • Drive Exceptional Outcomes: Maintain a relentless focus on securing fair, high-quality resolutions for our customers, adapting strategies as individual cases or broader trends demand.
  • Advocate for the Customer: Utilize deep customer insights gathered from arbitration to champion the customer internally, driving tangible improvements in product and service design.

• Strategic Planning & Adaptability

  • Align with Service Ops: Lead strategic planning initiatives that seamlessly integrate with our broader Service Operations goals.
  • Stay Agile: Remain flexible and adaptable, pivoting strategies as necessary to navigate the ever-evolving global financial and regulatory landscape.

• Continuous Professional Development

  • Industry Expertise: Keep a pulse on emerging industry trends, regulatory updates, and shifts in the dispute resolution space.
  • Lifelong Learning: Commit to continuous professional development for yourself and your team to ensure Wise remains at the cutting edge of compliance and customer care.

Requirements

• Core Skills

  • Arbitration
  • Regulatory Compliance
  • Customer Advocacy
  • Strategic Planning
  • Data Analysis
  • Looker
  • BI Tools

• Secondary Skills

  • Leadership
  • Team Management
  • Change Management
  • Process Improvement
  • Continuous Professional Development

We Offer

• Compensation: SGD 7800 - SGD 11000 monthly
• Employment Type: Full-time

About the Company

Wise is a global technology company, building the best way to move and manage the world’s money.

Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world’s money.

For everyone, everywhere.

More about our mission and what we offer.

Additional Information

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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.