APAC Arbitration Lead: Strategy, Quality & Customer Outcomes

wise asia-pacific pte. ltd.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

Wise Asia-Pacific Pte. Ltd. is seeking an Executive Complaint Arbitration Lead for the APAC region.

You will oversee a team of Arbitration Specialists, driving high-quality outcomes and global reporting. You will translate complex arbitration findings into actionable insights, guiding product and service improvements in a fast-paced financial landscape. The role demands strong leadership, excellent English communication, cross-cultural collaboration, and a data-driven approach to optimize

Qualifications

• Minimum 12 months in complaints/arbitration with leadership experience.
• Excellent verbal and written English; experience working across regions/cultures.
• Ability to adapt Wise communication style and maintain accuracy in details.
• Analytical mindset with ability to derive insights from data and trends.
• Familiarity with regulatory frameworks and data security practices.

Responsibilities

• Lead a team of Arbitration Specialists in APAC; ensure efficient day-to-day operations.
• Monitor and drive KPIs for quality and resolution targets.
• Serve as SME and escalation point for complex arbitration cases.
• Support global arbitration reporting for business reviews.
• Translate regulatory/arbitration findings into actionable insights for stakeholders.
• Lead process improvements to elevate complaint responses and outcomes.
• Build and sustain cross-functional and external partnerships; allocate resources strategically.

Skills

Leadership

English fluency

Data analysis

BI tools

Arbitration/Complaints

Cross-cultural communication

Problem solving

Tools

Looker

Job description

Wise Asia-Pacific Pte. Ltd. is seeking an Executive Complaint Arbitration Lead for the APAC region.

You will oversee a team of Arbitration Specialists, driving high-quality outcomes and global reporting. You will translate complex arbitration findings into actionable insights, guiding product and service improvements in a fast-paced financial landscape. The role demands strong leadership, excellent English communication, cross-cultural collaboration, and a data-driven approach to optimize