WFM Operations Partner Lead

Wise group; Hyderabad; On-site; INR 2,800,000 - 4,000,000; Full time

Job summary

Wise in Hyderabad is seeking a Workforce Management Operations Partner Lead to join our Operational team. You will serve as the primary interface between WFM and Operations, ensuring WFM concepts are understood and applied in decision-making.

You will mentor Intraday/Scheduling Specialists, translating WFM insights into actionable trade-offs while guiding cross-functional leaders toward proactive, data-driven workforce plans.

Qualifications

• 2–4 years of WFM/Ops experience in high-volume environments such as contact centers or shared services.
• Knowledge of KYC/FinCrime or regulated operational contexts in financial services.
• Able to translate WFM jargon (Erlang, Shrinkage, Occupancy) into actionable business guidance.
• Demonstrated strategic assertiveness to challenge senior leaders and defend WFM plans.
• Strong analytical reasoning to interpret data trends and differentiate leading vs lagging indicators.
• Experience partnering with Heads of Departments and managing senior stakeholders.
• Bias toward proactive risk identification and prevention rather than firefighting.
• Experience driving adoption of new playbooks or frameworks across units.
• Excellent stakeholder management and collaboration skills.
• Positive attitude toward challenges and adaptability to change.
• Willingness to work weekends/public holidays and schedule optimization expertise.

Responsibilities

• Interface between Workforce Management and Operations to ensure WFM concepts are understood and applied.
• Translate insights into clear operational trade-offs and challenge decisions affecting plans.
• Mentor Intraday and Scheduling Specialists to improve decision quality and capabilities.

Skills

WFM/Ops Experience

Financial Services

Translator Ability

Strategic Assertiveness

Analytical Reasoning

Stakeholder Management

Change Management

Teamwork & Collaboration

Weekend Availability

Schedule Optimization

Job description

Company Description

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.

More about our mission and what we offer.

Job Description

We’re looking for a Workforce Management Operations Partner Lead to join our Operational team in our Hyderabad office!

The WFM Operations Partner Lead is the primary interface between Workforce Management and Operations, responsible for ensuring that WFM disciplines are consistently understood, adopted, and applied in operational decision-making.

This role does not execute tactical WFM activities such as intraday moves, schedule creation, or capacity modelling. Instead, it acts as a business partner and discipline guardian, translating WFM insights into clear operational trade-offs and constructively challenging decisions that undermine workforce plans.

Your Mission

• Your mission is to shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently to protect service, cost, and scalability outcomes.
• This role is not accountable for forecast accuracy, schedule creation, or intraday execution, which remain the responsibility of WFM execution teams.
• In addition, the WFM Operations Partner serves as a mentor and capability multiplier for Intraday and Scheduling Specialists, supporting their professional development and decision quality through guidance, coaching, and feedback, while maintaining a dotted-line connection rather than direct people management accountability.

Qualifications

• 2–4 Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
• Financial Services Knowledge: Specific understanding of KYC, FinCrime, or regulated operational environments.
• The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
• Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans
• Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.
• Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.
• Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.
• Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.
• Strong stakeholder management.
• Welcome challenges with a positive attitude.
• Easily adapt to changes.
• Extremely guided towards teamwork/collaboration.
• Flexible to work weekends/Public Holidays
• Schedule optimization experience / knowledge on how is it done

Before applying, please ensure you meet the following requirements.

• You have been in your current role for at least 12 months at the time of application
• Your last GrowWise rating is "clear impact" and on track or above.
• You are not on an active disciplinary action and/or Performance Improvement Plan

We highly recommend that you speak with your current Lead before applying. If you feel uncomfortable initiating this conversation with your Lead, please feel free to reach out to the Recruiter outlined in the job ad. They will be able to advise you on the next steps

Additional Information

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

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission 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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.