Banking Operations Manager

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.

We are looking for a Banking Operations Manager to help us build Banking Operations Function across our LatAM region at our São Paulo office.

As a Banking Operations Manager, you will be a pivotal individual contributor driving operational success and strategic growth across our 100+ banking partnerships. As Wise continues to scale, you\'ll enhance our operational excellence by owning critical operational domains, managing key banking partner relationships, and leading complex initiatives to optimize our global payment ecosystem. You\'ll be a strong operational leader with a strategic mindset that enables you to drive performance and establish best practices in a dynamic and evolving environment.

Your Mission:

In this role, you\'ll advance our mission by focusing on key operational domains and strategic partner management. You will:

• Drive partner performance and operational excellence by continuously monitoring banking partner system performance and integration points, analyzing and communicating performance metrics to guide strategic partnership decisions, and leading discussions with banking partners to enforce accountability for SLA performance and service availability;
• Lead incident management and escalation processes by acting as a core member of the Bank Partner Incident Management team, ensuring issues affecting banking partner relationships are promptly managed, tracked, resolved, and escalated appropriately while serving as the primary liaison between banking partners and internal Wise teams;
• Manage strategic stakeholder relationships by acting as a centralized point of contact between banking partners and internal teams, managing Service Level Agreements, establishing regular touchpoints to foster strong relationships, and actively participating in QBRs with banking partners;
• Drive operational excellence and process optimization by proactively identifying and troubleshooting complex system issues, collaborating with technical teams and banking partners to minimize disruptions, and championing improvements across payment flows;
• Establish data-driven reporting frameworks by defining and tracking key operational KPIs related to banking partner performance, generating regular reports, and providing strategic insights to inform company decisions regarding banking operations;
• Lead new integrations and launches by managing the New Launch Process for banking partners and new payment routes, collaborating with Product, Engineering, and Regional Payment Operations teams to ensure smooth technical rollouts, and overseeing Partner integrations while minimizing operational risks.

• Spanish and English language fluency required
• 5+ years of professional experience in Banking Operations, Partner Relationship Management, banking regulation, or global payments in a fast-paced environment
• Proven experience in driving significant operational change through effective B2B communication and collaboration
• Demonstrated success in global and cross-team collaboration, working effectively with diverse teams across multiple locations
• Strong analytical mindset with basic data skills and ability to navigate tools like Looker to gather relevant data points
• Excellent relationship building and communication skills, able to adapt to different audiences and hold both external partners and internal teams accountable
• Experience with banking systems, payment operations, partner management, and operational risks
• Comfortable tackling complex issues, taking charge in difficult situations, and delivering impactful results
• A proven track record of taking individual ownership and building something new, as well as being a great team-player
• Comfortable with feedback and being part of a team where ideas are shared and openness is valued

This role will give you the opportunity to:

• Make an Impact - You\'ll help to build something new from scratch Create operational frameworks that will protect our customers and streamline banking operations, while driving us towards Mission Zero
• Challenge Yourself - You\'ll be pioneering a new function within Wise, building processes and relationships that don\'t exist yet. You get the chance to shape the future of banking operations and learn what you\'re capable of when given the right tools and freedom to innovate
• Inspire Teams - You\'ll fuel this revolution by driving strategic operational excellence across our banking partnerships, using your expertise to solve complex challenges and empower teams through collaborative change

Please apply by submitting your resume and cover letter in English. Applications in Portuguese will not be considered.

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.