Job Description The aim of the Senior CI Lead - Customer Support role is to spearhead continuous improvement initiatives within Wise, particularly focusing on the CS squad, to drive process excellence and support the achievement of strategic objectives. As a Senior CI Lead, you will work closely with the CS squad, identifying areas for improvement in workflows and processes, driving impactful changes, and ensuring alignment with squad strategies. Moreover, you will be responsible for building and nurturing the CI team within CS, fostering a culture of continuous improvement and excellence. Additionally, you will establish and oversee a robust project management framework and practices to effectively manage improvement initiatives and drive organisational success. Responsibilities: Drive strategic discussions and contribute to the development of the CI strategy. Lead a multidisciplinary team consisting of Process Analysts and Project Managers, ensuring cohesive collaboration and effective execution of improvement initiatives. Translate the Squad’s strategy into projects or initiatives within the assigned domain, focusing on driving impactful improvements. Foster strong cross-functional collaboration with Operations leads, Product Managers, and other Servicing functions (e.g.: Quality, Knowledge management, Workforce Management, Complaints, etc…) to ensure alignment and synergy in improvement efforts. Monitor CI operations performance within the relevant domain and take corrective actions as necessary. Champion knowledge sharing within the team and mentor team members in process mapping, project management and improvement initiatives. Develop and implement frameworks and governance models to surface product or process defects, reporting gaps, and opportunities to relevant teams. Influence product roadmaps to ensure consideration and action on improvement opportunities. Provide guidance, methodologies, and define career development paths for the CI team. Organise and drive regular reviews of CI activities and results, ensuring continuous improvement and alignment with organisational goals. Work with the ops leadership team to optimise the organisational structure to support CI efforts within the assigned scope. Implement performance management practices to ensure the CI team's effectiveness and alignment with organisational objectives.