Workforce Management Operations Partner Lead

Company overview

Wise is a global technology business focused on making international money movement simpler, faster, and more affordable. The company helps people and businesses send money across borders, spend overseas, and receive international payments with less friction and lower cost. The team’s broader mission is to build a new network for the world’s money, accessible to everyone, everywhere.

Role summary

Wise is hiring a Workforce Management Operations Partner Lead for its Singapore office. This role sits at the intersection of Workforce Management and Operations, ensuring that workforce planning practices are clearly understood and consistently applied in day-to-day operational decisions.

The position is designed as a business partner and governance lead rather than a tactical execution role. It does not own activities such as intraday adjustments, schedule building, or capacity modelling. Instead, it helps Operations leaders use workforce insights to make better decisions, weigh trade-offs, and avoid choices that weaken workforce plans.

Key mission

The main objective is to help Operations move away from reactive staffing decisions and toward disciplined, data-led execution. The role supports consistent use of intraday, scheduling, and capacity principles so the business can protect service quality, cost efficiency, and scalability.

This role is not responsible for forecast accuracy, schedule creation, or intraday execution; those responsibilities remain with the WFM execution teams.

The WFM Operations Partner also acts as a coach and capability builder for Intraday and Scheduling Specialists. Support will be provided through guidance, feedback, and mentoring, while keeping a dotted-line relationship rather than direct line management ownership.

Immediate focus areas

• Help Operations leaders shift from intuition-based staffing decisions to the company’s Service Scale principles and workforce management playbooks.
• Review scheduling exceptions and manual overrides to identify where workforce discipline is breaking down.
• Run mentoring sessions for Intraday and Scheduling Specialists to strengthen long-term decision-making, not just short-term fixes.
• Lead structured scenario discussions with Operations leaders around demand surges or staffing gaps, with emphasis on confidence ranges rather than single-point estimates.

Qualifications

The successful candidate should bring 2 to 4 years of experience in workforce management or operations, ideally in high-volume environments such as contact centers or shared services. Experience in financial services, including KYC, FinCrime, or other regulated operational settings, is important.

The role requires the ability to translate technical workforce management concepts into practical business guidance, along with the confidence to challenge senior stakeholders when proposed decisions conflict with workforce plans. Strong analytical thinking is needed to spot trends and distinguish leading indicators from lagging ones.

Applicants should have experience partnering with senior operational leaders, a proactive mindset focused on preventing risk, and a background in driving adoption of new playbooks or operating frameworks across teams.

Flexibility to work weekends and public holidays is required.

Additional information

Wise says it is committed to building a workplace that reflects diversity, equity, and inclusion. The company emphasizes an international culture where differences are valued and employees are encouraged to contribute, feel respected, and grow in their careers.

More information about working at Wise is available through the company’s careers pages and social channels.