WFM Operations Partner Lead

Join Wise, a global technology company on a mission to make money management easier and more affordable for everyone. As the Workforce Management Operations Partner Lead, you will be the primary interface between Workforce Management and Operations, ensuring that WFM disciplines are consistently understood and applied in operational decision-making. This role is based in our Hyderabad office and requires 2-4 years of WFM/Ops experience, financial services knowledge, and strong stakeholder management skills.

• Your mission is to shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently to protect service, cost, and scalability outcomes.

• Act as a business partner and discipline guardian, translating WFM insights into clear operational trade-offs and constructively challenging decisions that undermine workforce plans.

• Serve as a mentor and capability multiplier for Intraday and Scheduling Specialists, supporting their professional development and decision quality through guidance, coaching, and feedback.

• 2–4 Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).

• Financial Services Knowledge: Specific understanding of KYC, FinCrime, or regulated operational environments.

• The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.

• Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans

• Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.

• Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.

• Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.

• Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.

• Strong stakeholder management.

• Welcome challenges with a positive attitude.

• Easily adapt to changes.

• Extremely guided towards teamwork/collaboration.

• Flexible to work weekends/Public Holidays

• Schedule optimization experience / knowledge on how is it done

Before applying, please ensure you meet the following requirements.

• You have been in your current role for at least 12 months at the time of application
• Your last GrowWise rating is "clear impact" and on track or above.
• You are not on an active disciplinary action and/or Performance Improvement Plan

We highly recommend that you speak with your current Lead before applying. If you feel uncomfortable initiating this conversation with your Lead, please feel free to reach out to the Recruiter outlined in the job ad. They will be able to advise you on the next steps

Additional Information

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>.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

• Experience: 2+ years
• Seniority: Entry Level
• Education: Bachelor's degree required
• Languages: English