SSE Performance Steering Head

Your Mission Wise is scaling at an incredible pace, moving over £9 billion a month for 15 million customers. To keep our mission of "money without borders" sustainable, we must ensure our global operations are not just growing, but evolving. As the Global Head of Performance Steering, your mission is to lead a high-impact team of Performance Steering Leads (PSLs) across three continents. You will architect the data-driven frameworks that allow Wise to maximize capacity, reduce operational variance, and bridge the gap between technical product capabilities and manual operational effort. You are the guardian of operational efficiency, ensuring that as we scale, our performance remains predictable, high-quality, and cost-effective.

The Role

You will lead a global team of Performance Steering Leads based in India, Estonia, and the US. Your role is to elevate the "Performance Steering" function from individual metric monitoring to a cohesive global strategy. You will be responsible for the collective output of your leads, ensuring they effectively govern KPI targets and drive remediation across Customer Support, KYC, FinCrime, and Payment Operations. Key Responsibilities

• Leadership & Strategy: Manage and mentor a global team of PSLs, setting the long-term vision for metric governance and efficiency reviews.
• Global KPI Governance: Oversee the setting of aggressive yet achievable targets for core metrics (AHT, Occupancy, Adherence, CpH, SLA) across all global service teams and vendor partners.
• Advanced Statistical Oversight: Ensure the team effectively utilizes methodologies like Variance Significance Factor (VSF) and standard deviation analysis to eliminate operational performance gaps.
• Strategic Remediation: Act as the final point of escalation for complex Root Cause Analyses (RCAs). You will ensure that performance "triggers" lead to immediate, measurable action plans rather than just passive reporting.
• Product-Ops Integration: Partner with Product and Engineering leads to translate operational performance data into product requirements. You will identify where manual bottlenecks (Operational Debt) can be solved through automation.
• Vendor Governance: Work with Vendor Management to implement global scorecards and frameworks that ensure our external partners meet the same high-efficiency standards as our internal teams.