Senior Operations Analytics Manager

Wise; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global technology company is seeking a Senior Analytics Manager to lead the Complaints & Quality Analytics function. In this role, you will manage a small team, define analytics strategies, and collaborate with various departments to enhance service quality and reduce customer complaints. The ideal candidate has over 7 years of analytical experience and strong leadership skills, with expertise in SQL, Python, and analytics tools like Airflow and Looker.

Qualifications

• 7+ years in analytical roles with strong data analysis skills.
• 2+ years developing and leading analysts.
• Experience developing and implementing strategy.

Responsibilities

• Own the analytical narrative for why customers complain.
• Develop the Complaints & Quality Analytics function.
• Work with Operations to reduce complaints.

Skills

Data analysis

SQL

Python

Stakeholder management

Leadership

Analytical capabilities

Tools

Airflow

dbt

Looker

Job description

Overview

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.

Here’s how you’ll be contributing: this role is for a Senior Analytics Manager to lead our growing Complaints & Quality Analytics function. This team will be crucial in helping us understand what drives customer complaints and how we can elevate our service quality across the board. You will work hands-on with data while guiding the strategic direction.

This is an AL2 role with opportunities to engage with Operations leadership, Product, Engineering, and Compliance.

Responsibilities

• Analytics Ownership

  • Insights & Strategy Definition: Own the analytical narrative for why customers complain and how we ensure quality. Partner with leadership to define strategic directions for complaint reduction and quality improvement based on data, delivering findings and actionable recommendations.

  • Strategic Prevention & Improvement: Identify and implement opportunities to prevent complaints and enhance quality. Align with the Head of Quality on frameworks to measure outcomes and unblock progress on key initiatives.

  • Operational Optimisation & Enablement: Work with Operations to reduce complaints and optimise resolution processes. Build automated data pipelines and BI tools to minimise repetitive tasks and enable data self-serve. Ensure data for regulatory reporting is accurate and available.

  • KPI Definition & Communication: Define and track KPIs for complaints and quality. Communicate progress through concise updates and presentations.

• Leadership

  • Build Analytics Capability: Develop the Complaints & Quality Analytics function, with direct management of a small team.

  • Coach & Mentor: Develop direct reports through mentorship and structured development planning.

  • Influence Analytics Strategy: Contribute to Wise’s analytics strategy and ensure insights are discoverable and embedded across the business.

• Partnership

  • Collaborate & Influence: Work with Operations leadership and other senior leaders to understand performance drivers and influence strategy. Lead cross-team projects with analysts and other functions to achieve complaints and quality objectives.

  • Cross-Functional Engagement: Partner with Product, Engineering, Legal, and Compliance to understand broader factors that influence customer behavior and complaints, embedding insights to drive preventative measures.

  • Champion Complaints & Quality: Represent how effective complaints handling and high-quality service contribute to Wise’s performance and trust.

Qualifications

• Technical Skills: 7+ years in analytical roles with strong data analysis skills (SQL & Python). Experience delivering high-quality data and self-serve analytics using Airflow, dbt, and Looker.

• Team Management: 2+ years developing and leading analysts, performing performance reviews and providing feedback.

• Ownership: Experience developing and implementing strategy. Ability to work independently in a fast-paced environment, identify opportunities, and adapt scope to achieve results.

• Influence: Strong stakeholder management, collaborative, and bias toward action.

Additional Information

For everyone, everywhere. We’re people building money without borders — without judgement or prejudice. We believe teams are strongest when they are diverse, equitable and inclusive.

We’re proud to have a truly international team and celebrate our differences. Inclusive teams help us live our values and ensure every Wiser feels respected 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.

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