Global Arbitration Lead

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

Executive Summary

At Wise, we aspire to be the undisputed leaders of excellence in Complaint Arbitration. As our Complaint Arbitration Lead for the APAC region, you will be the driving force behind this mission. Operating at a fast pace, you will ensure high-quality engagement and assurance while building the strong internal and external relationships necessary to maintain and fortify our regional licenses.

In this pivotal role, you will interface with an ever-growing list of global arbitration bodies to guarantee exceptional customer outcomes. More than just resolving escalations, you will act as a strategic catalyst—translating complex arbitration and regulatory findings into specific, actionable insights that directly improve our complaint responses and shape our future product and service design. If you are a strategic thinker who is deeply passionate about customer advocacy and process innovation in a dynamic financial landscape, this role is for you.

Roles & Responsibilities

Leadership & Team Management

• Empower and Oversee: Lead a team of talented Arbitration Specialists in the APAC region, ensuring day-to-day operations run smoothly and efficiently.

• Performance Tracking: Actively manage and monitor team KPIs to ensure we consistently meet and exceed our quality and resolution targets.

• Act as the Expert: Serve as the primary go-to subject matter expert and escalation point for complex, high-visibility, or high-risk arbitration cases.

Strategic Insight & Reporting

• Data-Driven Reporting: Support the delivery of comprehensive global arbitration reports for Monthly Business Reviews (MBRs).

• Actionable Insights: Translate complex regulatory and arbitration findings into clear, specific, and actionable insights for stakeholders across the business.

• Process Improvement: Lead change initiatives designed to refine our internal processes and elevate the quality of our complaint responses.

Relationship & Change Management

• Build Partnerships: Cultivate strong, collaborative relationships with internal cross-functional teams and external entities, particularly regional and global arbitration bodies.

• Influence Change: Act as an advocate for best practices, influencing positive, company-wide change across Wise to protect and build the strength of our operating licenses.

• Resource Allocation: Strategically prioritize and deploy resources to tackle the most critical arbitration challenges.

Customer Experience & Outcome-Centric Approach

• Drive Exceptional Outcomes: Maintain a relentless focus on securing fair, high-quality resolutions for our customers, adapting strategies as individual cases or broader trends demand.

• Advocate for the Customer: Utilize deep customer insights gathered from arbitration to champion the customer internally, driving tangible improvements in product and service design.

Strategic Planning & Adaptability

• Align with Service Ops: Lead strategic planning initiatives that seamlessly integrate with our broader Service Operations goals.

• Stay Agile: Remain flexible and adaptable, pivoting strategies as necessary to navigate the ever-evolving global financial and regulatory landscape.

Continuous Professional Development

• Industry Expertise: Keep a pulse on emerging industry trends, regulatory updates, and shifts in the dispute resolution space.

• Lifelong Learning: Commit to continuous professional development for yourself and your team to ensure Wise remains at the cutting edge of compliance and customer care.

Qualifications

• You have at least 12 months working in Complaints/Arbitration and have previous leading experience.

• You’re a great communicator. You’ve got impeccable verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else - You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization

• On top of this, you’re able to adapt to Wise type of communication

• You pay attention to details, when completing tasks you’re thorough and accurate

• You’re analytical: you are comfortable working with data, noticing patterns, trends and things of note and you can draw meaningful conclusions from them. You can use this to solve problems, make decisions and provide recommendations to your leads, colleagues and other stakeholders of your job

• On top of this, you have a good command of Looker or other BI tools

• You’re able to detect and solve problematic cases and/or processes, and elevate them as needed.

• You look for incremental improvements in work processes and results. You constantly look for ways to streamline work processes, eliminating steps that don’t add value or rearranging them to facilitate the workflows. You look beyond the symptoms to uncover root causes of problems and question the status quo to ensure the processes and results continue to be relevant. You know different problem solving techniques like 5 Whys, Fishbone diagrams or you’re willing to learn

• You’re punctual, well organized and able to divide their time between specific activities in order to get things done

• You’re autonomous. You’re able to work independently and take decisions in main problem solving cases

• You’re reliable, adaptable and display commitment to the team’s goals.

• While getting things done, you know how to manage your time and energies. You can organise and plan how long you spend on specific activities

• You have knowledge of regulatory frameworks or you’re willing to learn, if needed

• You are aware of and put into practice data security procedures

• You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind