Servicing Training Lead

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
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The Servicing Training Lead is a critical leadership role responsible for the end‑to‑end management, performance, and strategic direction of the Servicing Training Specialist team. This role ensures the timely, high‑quality, and impactful delivery of training programs that are strategically aligned with Servicing Operations goals. The Lead drives team performance, fosters a culture of continuous improvement and knowledge sharing, manages key stakeholder relationships, and oversees the strategic reporting and resource allocation for the Servicing L&D function.

• Performance Management: Manage performance on an individual and team level, promptly addressing underperformance through coaching, setting SMART goals, and meticulous documentation of interventions.
• Talent Development: Implement a system to identify team talents, design and manage Individual Development Plans (IDPs) and Personal Improvement Plans (PIPs), and provide mentorship to enhance team capabilities.
• Team Leadership: Hire, lead, and manage the team, including administrative tasks (scheduling, interviewing, Grow Wises, salary/performance reviews). Conduct regular (bi‑weekly) coaching sessions, 1:1s, and team meetings to foster communication and growth.
• Engagement & Culture: Develop and promote a culture of knowledge sharing and collaboration. Organise regular team‑building activities and develop action plans based on employee feedback (Wiser Pulse).

• Strategy Implementation: Support the Training Senior Lead in executing L&D strategies aligned with organisational and Servicing Operations goals. Ensure the team understands their role in achieving these objectives.
• Best Practices: Develop, communicate, and maintain accessible documentation of strategies and best practices to achieve defined training targets.
• Quality Assurance: Ensure the quality and timely delivery of training programs. Guarantee timely, high‑quality training sessions through demand vs. capacity calculations and optimal scheduling.
• Team Alignment: Monitor and ensure the team’s performance aligns with broader organisational goals and defined expectations.

• Needs Validation: Collaborate with stakeholders (including vendor managers, project managers, product specialists, etc.) to validate training requests by sizing the problem, assessing cost vs. benefit, and applying critical thinking to determine if training is the optimal solution.
• Recommendations: Provide well‑informed, analysis‑based recommendations to stakeholders, leveraging data and insights to influence effective solutions for operational challenges.
• Communication: Serve as the primary point of contact between the L&D team and stakeholders, ensuring learning needs and solutions are efficiently aligned with the Design & Development (D&D) team.

• Governance & Reporting: Develop, oversee, and maintain the framework of training efficiency data. Ensure timely and relevant reports with insightful and actionable findings (based on knowledge assessment, participant feedback, performance metrics, and business impact) are generated.
• Performance Tracking: Regularly track and analyse Training Specialists’ performance against KPIs, conducting evaluations and providing constructive feedback. Deliver monthly performance and KPI reports, maintaining transparent documentation of trainer occupancy and their activity’s impact.
• Improvement: Utilize insights from reports and deep‑dives to continuously provide improvement recommendations for training programs, ensuring evaluation data enhances…