KYC Outsourcing Coordinator

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.

We’re looking for a performance-driven Outsourcing Coordinator to join our KYC Vendor Management team. In this role, you’ll be the vital bridge between Wise and our external partners, acting as the primary liaison to ensure our objectives are aligned and communication is seamless.
Your focus will be on driving vendor excellence by turning performance metrics and trends into actionable improvement plans. From optimizing service delivery to ensuring vendor recruitment hits our high standards, you’ll play a critical role in maintaining the operational health and scalability of our KYC functions.
If you enjoy building strong professional relationships and using data to solve operational puzzles, this is for you.
Your mission, should you choose to accept it:
Performance & Accountability: Drive a culture of excellence by monitoring SLAs, metrics, and quality trends. You’ll hold vendor partners accountable for meeting Wise’s service standards, ensuring underperforming metrics have robust, documented remediation plans.

Operational Subject Matter Expertise: Act as the primary authority on product knowledge and workflow guidelines. You’ll ensure outsourced teams have the tools, access, and information they need to navigate complex case handling and routing without friction.

Data-Driven Insights: Conduct deep-dive qualitative and quantitative analyses to identify root causes of escalations and performance gaps. You will translate complex data into actionable strategies and clear reporting for stakeholders.

Project Leadership & Documentation: Own the end-to-end lifecycle of improvement projects—from initial design to post-mortem analysis. You will maintain Confluence/Jira as the "single source of truth" for all initiatives, ensuring every change is documented and measurable.

Stakeholder & Vendor Liaison: Navigate internal and external relationships with ease, acting as the main point of contact for vendor senior leadership. You’ll advocate for vendor needs internally while ensuring global product changes are implemented smoothly across all sites.

Risk & Compliance: Maintain operational integrity through yearly site audits and risk assessments. You will ensure vendors stay compliant with Wise’s third-party policies, proactively closing gaps and managing the "Joiner, Mover, Leaver" (JML) administrative cycles..

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.
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