Payment Operations Recovery Team Lead

Location: Global

Team: Lead

About the Role

Wise is a global technology company revolutionizing how the world moves and manages money with min fees, max ease, and full speed. Join our Payment Operations Recovery Team as a Team Lead in Tallinn, leading a dedicated team of 26 focused on preventing and mitigating risks from chargebacks and payment errors. Our mission is to minimize losses for customers and products while collaborating closely with risk, controls, operations, and product teams to drive impactful initiatives that reduce costs and enhance service. As Recovery Team Lead, you'll empower your team, shape the Recovery domain vision, optimize processes for efficiency and quality, and ensure readiness for challenges. You'll set OKRs, manage performance, foster growth, and implement improvements that deliver high-speed customer service at a controlled cost base, all while thriving in a fast-paced, autonomous environment. We're seeking a passionate leader with proven experience in loss prevention, strong analytics, and a customer-first mindset. If you're ready to make a lasting impact on global money movement, join our diverse, inclusive team in Tallinn and help build the future of finance for everyone, everywhere.

Key Responsibilities

• Liaise with departments to meet Recovery objectives and account for risks in projects/products
• Plan and build vision for the Recovery domain
• Develop/maintain operations processes, task allocation, training, and performance management for high-quality, efficient service
• Increase team efficiency while balancing specialist health and productivity
• Ensure readiness for unexpected situations and uphold responsibilities, quality, SLAs
• Develop/maintain loss prevention/recovery procedures and metrics (SLAs, KPIs)
• Support individual/team growth and contribute to hiring
• Identify/implement process improvements and build new expertise/functions

Required Qualifications

• Placed in Tallinn with right to work (no relocation, visa, or remote support)
• Experience in leadership position for at least 1 year with strong track record of building high-functioning teams
• Proven track record of setting OKRs/KPIs, moving metrics, and driving team to goals
• Strong analytical mindset to identify value-add opportunities and build narratives from data
• Self-starter who thrives in fast-paced, autonomous environment
• Strong aptitude for learning, proactive problem-solving, and taking initiative
• Passion for risk management and standing up for the customer
• Proven ownership, responsibility, and team-player qualities
• Strong communicator who adapts style, persuades, challenges, and handles complex issues

Preferred Qualifications

• Experience in cross-border teams and overcoming their challenges
• Background in payments with experience working with product and engineering teams
• Knowledge of project management and process improvement methodologies (e.g., Lean, Six Sigma)

Required Skills

• Leadership and team management
• OKR/KPI setting and metrics driving
• Analytical thinking and data storytelling
• Self-starting in fast-paced environments
• Proactive problem-solving
• Risk management passion
• Communication and stakeholder influence
• Project management
• Operational excellence metrics development
• Talent nurturing and development

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.