Global Arbitration Lead

About Wise

Wise is a leading global technology company dedicated to simplifying and optimizing the way money is moved and managed worldwide. Our mission is to minimize fees, maximize ease, and ensure rapid, seamless transactions for individuals and businesses sending money internationally, spending abroad, or handling global payments. Join us to contribute to building a revolutionary financial network that works for everyone, anywhere.

Role Overview

We are seeking a Global Arbitration Lead for the APAC region to spearhead our complaint arbitration efforts. This role is crucial for maintaining and enhancing our regional licenses by delivering exemplary complaint resolution and fostering strong partnerships with global arbitration entities. You will transform complex arbitration and regulatory data into actionable strategic insights, helping improve customer experience and influencing product and service design.

Key Responsibilities

• Lead and manage a team of Arbitration Specialists in the APAC region, ensuring efficient daily operations.
• Monitor and optimize team performance by tracking key metrics to consistently exceed quality and resolution targets.
• Serve as the primary expert and escalation contact for complex, high-stakes arbitration cases.
• Support preparation of detailed global arbitration reports for monthly business reviews.
• Convert intricate regulatory and arbitration insights into clear, actionable recommendations for relevant stakeholders.
• Initiate and direct process improvement projects to elevate complaint response quality.
• Develop strong working relationships with internal departments and external arbitration bodies to foster collaboration.
• Advocate for best practices and influence company-wide changes to safeguard and enhance operational licenses.
• Allocate resources strategically to address the most critical arbitration issues effectively.
• Maintain a strong focus on securing fair, high-quality resolutions tailored to customer needs.
• Leverage arbitration-derived customer insights to champion customer interests internally and drive improvements in products and services.
• Lead strategic planning aligned with broader Service Operations objectives and adapt strategies proactively to an evolving financial and regulatory environment.
• Stay informed on industry trends, regulatory changes, and innovations in dispute resolution.
• Commit to ongoing professional growth for yourself and your team to maintain expertise in compliance and customer care.

Qualifications & Skills

• Minimum 12 months experience in Complaints/Arbitration with prior leadership roles.
• Excellent verbal and written English communication skills; experienced in international, cross-team, and cross-geographical collaboration.
• Adaptability to Wise’s communication style and an open attitude towards feedback exchange.
• Attention to detail ensuring thorough and accurate task completion.
• Strong analytical skills with the ability to identify patterns, trends, and derive meaningful conclusions from data.
• Proficiency with Looker or similar Business Intelligence tools.
• Capability to identify and resolve complicated cases or flawed processes, escalating issues when necessary.
• Continuous improvement mindset applying problem-solving techniques such as 5 Whys and Fishbone diagrams or willingness to learn them.
• Excellent organizational skills with strong punctuality and effective time management.
• Ability to work autonomously, making sound decisions in critical situations.
• Reliability, adaptability, and strong commitment to team goals.
• Knowledge of regulatory frameworks or a willingness to acquire this understanding.
• Practices strict data security procedures.
• Strong customer-centric approach, prioritizing customer interests above all.

Additional Information

Wise is committed to fostering a diverse, equitable, and inclusive workplace that promotes respect and empowerment for all employees. Our international team brings varied perspectives that drive our shared mission forward. We welcome applicants who share our values and dedication to innovation and customer advocacy.