Global Arbitration Lead

About the role

Wise is hiring a Global Arbitration Lead (Complaint Arbitration Lead for the APAC region) to lead its complaint arbitration function. The role drives high-quality customer outcomes, builds relationships with regional and global arbitration bodies to protect operating licenses, and turns complex regulatory and arbitration findings into actionable insights for complaints handling and product design.

Key responsibilities

• Lead a team of Arbitration Specialists in the APAC region, keeping day-to-day operations smooth and efficient
• Monitor team KPIs against quality and resolution targets
• Serve as the subject matter expert and escalation point for complex, high-visibility or high-risk cases
• Support global arbitration reports for Monthly Business Reviews and turn regulatory findings into clear insights for stakeholders
• Lead process improvement initiatives and build partnerships with internal teams and external arbitration bodies
• Prioritize resources on the most critical arbitration challenges and advocate for best practices
• Focus on fair, high-quality resolutions for customers and use arbitration insights to improve product and service design
• Integrate with Service Operations goals and stay agile to regulatory and market changes
• Keep up with industry trends, regulatory updates and dispute resolution developments, and develop continuously with the team

Required profile

• At least 12 months of experience in Complaints/Arbitration, including previous leading experience
• Excellent verbal and written English, with international, cross-team or cross-geo experience
• Analytical, detail-oriented, autonomous and able to work independently
• Customer-focused, punctual, well organised and able to manage time and energy
• Knowledge of regulatory frameworks or willingness to learn them
• Awareness of and adherence to data security procedures

Required skills

• Good command of Looker or other BI tools
• Ability to detect and solve problematic cases or processes, escalating when needed
• Problem-solving techniques such as 5 Whys and Fishbone diagrams, or willingness to learn them