WFM Senior Lead

Your mission is to build a highly disciplined, scalable, and standardised workforce execution function that enables Wise to scale sustainably while protecting customer experience and operational efficiency. You will lead the maturity uplift of Scheduling and Intraday functions globally by:

• Standardising workforce execution practices
• Improving tactical workforce decision quality
• Reducing operational volatility
• Strengthening incident response discipline
• Driving tactical workforce optimisation
• Increasing workforce governance consistency
• Improving workforce risk visibility

Success in this role comes from balancing

• Service performance
• Workforce efficiency through improving WFM KPIs
• Operational stability
• Scalability
• Employee experience
• Cost control through occupancy or waste management

The successful candidate will immediately focus on strengthening and scaling the Workforce Execution function across Scheduling, Intraday, and Command Center operations.

Key priorities include

• Workforce Execution Standardisation: Drive consistency across Scheduling and Intraday practices by embedding scalable workforce governance, tactical review cadences, and execution playbooks across regions.
• Intraday & Command Center Maturity: Improve real-time workforce execution through stronger escalation management, incident response discipline, and proactive handling of service-level risks and operational volatility.
• Tactical Performance Stability: Improve short-term workforce plan integrity by reducing reactive interventions, strengthening schedule optimisation, and improving workforce trade-off decisions across service, cost, and productivity.
• Leadership & Capability Uplift: Coach and develop WFM Team Leads to improve tactical judgement, decision-making quality, workforce governance maturity, and operational consistency.