Senior WFM Strategy & Operations Partner Lead

Wise; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Wise is seeking a Workforce Management Operations Partner Senior Lead to join our Operational team in London. This role leads the WFM–Operations partnering model, ensuring workforce management disciplines are embedded in operational decision-making across the business.

The position focuses on governance, standards, and people management rather than hands-on forecasting or intraday execution, coordinating across Ops to deliver scalable, data-driven decisions.

Qualifications

• 6+ Years WFM/Ops experience in high-volume, scalable environments.
• Knowledge of financial services operations (CS, KYC, FinCrime) is preferred.
• Ability to translate WFM jargon into actionable business advice.
• Ability to challenge senior leaders constructively and influence decisions.
• Strong data interpretation to identify trends and indicators.
• Experience partnering with Heads of Departments and senior leaders.
• Bias toward proactive risk identification and prevention.
• Experience driving adoption of new playbooks or frameworks.

Responsibilities

• Lead the WFM–Operations partnering model and embed WFM discipline in decision-making.
• Manage Ops Partner Leads and dotted-line Supervisors; oversee coaching and development.
• Set expectations for decision quality and stakeholder behavior.
• Develop Ops Partner Leads from data interpretation and structured decision support.
• Ensure consistent capability and behavior standards across the team.
• Act as the senior WFM representative to Operations Heads and senior leaders.
• Own the quality of workforce decisions and escalation for critical impacts.

Skills

WFM/Ops leadership

FinServ knowledge

Translator ability

Strategic assertiveness

Analytical reasoning

Stakeholder management

Forward-looking mindset

Change management

Tools

Calabrio

NICE

Verint

Looker

Job description

Wise is seeking a Workforce Management Operations Partner Senior Lead to join our Operational team in London. This role leads the WFM–Operations partnering model, ensuring workforce management disciplines are embedded in operational decision-making across the business.

The position focuses on governance, standards, and people management rather than hands-on forecasting or intraday execution, coordinating across Ops to deliver scalable, data-driven decisions.