Complaints Team Lead

Wise; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A fintech company is looking for a Complaints Team Leader in São Paulo to guide a local team of officers, enhance complaint resolution, and maintain regulatory compliance. The ideal candidate must possess exceptional English, a strong leadership background in Fintech, and an Ouvidoria certificate. This full-time position offers a monthly salary of 15,400 BRL, allowing flexible working arrangements after an initial onboarding period.

Serviços

Salary of 15,400 BRL per month

RSUs

Flexible working model

Annual self-development budget

Health and dental allowance

Life insurance

30 days vacation

30 days medical leave

6-week sabbatical leave

18-weeks paid parental leave

Transportation vouchers

Food and Meal vouchers

Qualificações

• Proven experience in leadership and team management for at least 12 months.
• Ability to analyze metrics and coach team members.
• Collaborative approach balancing team and business needs.

Responsabilidades

• Lead and develop a local team of Complaints Officers.
• Ensure team knowledge is up-to-date with regulatory requirements.
• Drive team engagement and operational improvements.

Conhecimentos

Excellent written and spoken English

Strong problem-solving skills

Leadership experience

Analytical skills

Effective stakeholder management

Formação académica

Ouvidoria certificate

Relevant certifications in Fintech / Banking

Descrição da oferta de emprego

Responsibilities

• Lead mentor and develop a local team of Complaints Officers with regular check-ins and one-on-one sessions.
• Oversee training and ensure team knowledge is up-to-date with regulatory requirements.
• Manage local team capacity plan for growth and oversee absence management.
• Drive team engagement through team-building initiatives.
• Deliver and monitor departmental KPIs setting clear expectations and providing regular performance feedback.
• Be a resource for team members ensuring a strong understanding of jurisdictional targets and KPIs.
• Implement talent mapping and address performance gaps using company policies.
• Align team objectives with Wises broader goals and act as a key in cross-functional projects.
• Serve as a subject matter expert on complaints management guiding regulatory compliance.
• Proactively identify risks trends and potential issues developing and align strategies to mitigate them.
• Drive operational improvements to enhance team performance and customer experience.
• Recommend and implement solutions to reduce complaint resolution times.
• Use data and analytics to drive process improvements and communicate changes effectively.
• Lead initiatives to optimise workflows and improve team efficiency.
• Develop and execute strategies to enhance customer experience through effective complaints resolution.
• Champion a customer-first approach integrating customer feedback into service and product enhancements.
• Act as an advocate for customers ensuring their needs are represented in decision-making.
• Stay updated on industry trends and best practices in complaints management.
• Maintain a hands-on approach to escalated complaints to ensure product knowledge.
• Pursue professional growth opportunities relevant to customer advocacy.

Qualifications

• Excellent written and spoken English.
• Ouvidoria certificate is mandatory.
• You have a good understanding of and ability to analyse and move teams metrics with the ability of coaching and lead team members to achieve high performance while assisting different area specialists.
• Proven experience in Leadership and team management (at least 12 months) with a strong background in Fintech / Banking and complaints.
• Analytical and strategic thinker with strong problem-solving skills.
• Effective stakeholder management and communication skills.
• Ability to manage change and work in a dynamic local environment.
• Collaborative approach with a focus on balancing team and business needs.

Benefits

• Salary for this role is 15400 BRL per month.
• RSUs in a rapidly growing company.
• Flexible working model: During the first six months you’ll be in office most days of the week to become fully immersed in Wises culture and ways of working. After the initial period you’ll be in office at least 3 days per week.
• An annual self-development budget.
• Health and dental allowance for you and your dependents.
• Company-paid: Life Insurance and an EAP program.
• Paid time off: 30 days vacation, 30 days medical leave, 1 volunteer day annually.
• A paid 6-week sabbatical leave after four years.
• 18-weeks of paid parental leave after a year with us and child care assistance.
• Transportation vouchers.
• Food (708 BRL per month) and Meal (1166 BRL per month) vouchers.
• TotalPass access to 3500 gyms and studios throughout Brazil.

Your first 3 months at Wise will be 100% fully in person at the office.

PS! If you’re interested in the position please apply by submitting your CV in English.

Additional Information

Please apply by submitting your resume in English.

Remote Work: No

Employment Type: Full-time

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