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About ThoughtFull:
ThoughtFull is a Temasek-backed digital mental health company that provides seamless end-to-end mental healthcare for all through insurers and employee benefits. Through our app, ThoughtFullChat (“TFC”), individuals are empowered to proactively engage with their mental wellbeing to better themselves regardless of where their starting point is – from self-driven learning, to our proprietary one-on-one daily bite-sized coaching with mental health professionals on text, video, or in-person – we run the gamut and meet our users where they are most comfortable. After all, healthy employees make for more engaging and productive work environments.
Our vision is to make mental health a priority for everyone, every day. It’s an audacious dream, but with the right people who are courageous enough to Dream Audaciously, Do ThoughtFully, we believe that this dream can be our future reality. If you are committed to doing the best work of your lives to be the change that you want to see in this world, join us!
Job Description
Thoughtfull is hiring a Projects Lead to work closely with the Head of Operations to build scalable systems and streamline process flows across the organization. The Operations team in Thoughtfull sits at the center of the organization and helps coordinate initiatives and activities across departments. This person will play a big part of this role and should be comfortable working with multiple stakeholders.
What you will do:
About you:
Thoughtfull is an equal opportunity employer. We provide equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need, please inform us for accommodation.
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Our Due Diligence team is looking for a Team Lead in Kuala Lumpur, Malaysia. This role is a unique opportunity to have an impact on Wise’s mission, develop a high performing verification team and help save millions more people money.
Your mission:
Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking.
Your mission will be to develop a high performing verification team, to learn more about the compliance world, to improve the sometimes frustrating verification process for our customers, and to help millions more potential customers save money by using Wise!
The role as a Due Diligence Team Lead gives you the opportunity to:
Develop a strong verification team and support agents on their personal growth path by scheduling, interviewing, hiring, organising team events.
Help team members to understand their role in the mission through coaching, challenge or mediating debates, manage team’s resources and their relevant skills.
Build connections between team members as well as cross-team and facilitate collaboration. Identify new collaboration needs on the team level.
Owner of the team's entertainment budget. Keeping it up to date, syncing it with the rest of the leads in the group + Senior Leads.
Help the team develop and measure KPIs for success while planning team capacity and focusing on customer experience.
Increase the efficiency of the verification team while balancing the health and productivity of your agents.
Develop effective operational processes, task allocation, training and performance management to deliver a great customer experience with a tightly managed cost base.
Be accountable for quality assurance of verification performed, making decisions within our policy framework, and working with compliance to evolve both our policies and processes.
Manage the trainings of the team on our regulatory obligations, how our policies fulfil them and our risk-based approach to deterring and preventing money laundering and financial crime.
Communicate with customers as required to handle escalated or complicated cases with strong customer empathy as well as clear communication of recommendations and policies.
Work with product teams, customer operations, and across compliance to manage operational impact of changes and drive initiatives to improve the customer experience, increase automation or improve operational efficiencies.
Represent the policies, processes, and auditable verification work to regulators and auditors.
Hiring process:
Application review (including reviewing your cover letter answers)
1st interview with two Team Leads
Final interview with 2 senior/Area Leads
If this sounds like a great new challenge for you, please apply by submitting your CV and cover letter in English (answering the questions below).
In your Cover Letter please answer the following questions:
What are your expectations for this role?
How do you make sure that your team has a healthy team culture?
How would you handle a conflict arising from cultural and personality differences within the team?
Our team receives on average 2000 emails per week, but processes 1800 emails weekly. Additionally, the team has a backlog of 500 emails that is carried over from week to week. What are your plans to come out of this backlog trend on a short term basis and to avoid it altogether in the long term?
Please note that applications without a cover letter will not be considered.
We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.
Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.
And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.
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Wise’s Fraud team is a passionate team of crime fighters, who do the best to keep our good customers happy and unbothered, whilst kicking the bad actors out the door. We take great pride in balancing Wise mission, our values and fraud mitigation and still having lots of laughs along the way. By now, we have an awesome 80+ people operational team, who work very closely with engineering and product, collaborating with machine learning data scientists and partnering with other relevant teams to get things done.
As a Team Lead, you get to empower your own team, drive large-scale initiatives and help us solve problems that have a long-lasting impact.
Here’s how you’ll be contributing to Fraud team:
Liaise with relevant departments to ensure that team’s objectives are being met and fraud risk areas are taken into account with different projects and products
Plan and build vision for Fraud operations and the whole domain overall
Help us in partnering with 3rd parties like partner banks, vendors and law enforcement
Ensure that team’s reporting responsibilities, quality, procedures and other service level agreements are upheld
Handle and monitor operational processes, ensuring effective workload and implement new processes to address problematic areas
Develop and maintain fraud prevention and ops effectiveness measurement metrics
Grow, mentor and hire Fraud team members
Also, communicating the value and quality to the business and identifying:
Any improvements that could be made to the product itself – its features or functionality – to bring it more in line with quality and value
Participate directly in fraud product design process, to identify gaps between ops expectations and product functionality as early as possible
Build up new expertise and functions to have even greater impact in our team
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Job Title
Site Operations LeadJob Description Summary
Job Description
[Please delete this section before finalizing the Job Requisition: Below is an example Job Description for this Job Profile, and may need to be updated to reflect the specific responsibilities of this role. Please also ensure that you validate the selection of the Job Profile and placement of this Position in the Job Architecture before finalizing.]
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Ensure the day-to-day operations of the facility(ies) or campus, including custodial, life-safety, engineering, site services, and general maintenance, are implemented and carried out in a manner consistent with C&W policies and client directives
• Manage all contracts to ensure they are reviewed on a regular basis and are bid out as required; verify that invoices match contract pricing
• Supervise all maintenance programs relating to the interior and exterior conditions and appearance of the properties
• Respond positively and promptly to requests from building tenants and occupants. Oversee the implementation of ongoing contract programs to constantly assess tenant and occupant needs and to ensure problems are being solved promptly to the mutual benefit of the tenant, client, and the properties in accordance with contract scope and Service Level Agreements (SLA’s)
• Ensure that all site-specific documentation and reports are completed accurately and on time, including (and as applicable): Property Information Book, Site Operating Manual, Emergency Procedures Manual, IIPP Manual, Local Code Compliance Log, ADA Compliance Log, OSHA Log, Safety Meeting Log, Elevator Logs, Janitorial Log, Purchase Order Log, Vendor Certificates of Insurance, As-built Drawings, IIPP Manual, Paid Invoices File, General Files, Contract Files, Annual Property Conditions and Year-end Performance Report, and other reports and documentation, as required
• Prepare, review, and give initial approval and as needed all budgets, financial reports (monthly and quarterly), contracts, expenditures and purchase orders related to the facility(ies) or complex.
• Coordinate the preparation and publication of the annual budget, quarterly reforecast, and business plans
• Assist in the development of capital budgets for the property. This includes contributions towards a five-year plan of maintenance, facility improvement, and cost reduction initiatives
• Collect, analyze and report statistical data as may be required to provide accurate and current assessment of facility management objectives
• Hire, train and motivate facility personnel. Maintain positive staff relations. Conduct or approve performance evaluations for staff
• Thoroughly familiar with the management contract and all requirements contained therein
• Monitor and ensure that tenants and vendors comply with insurance requirements and coordinate all claims, as required
KEY COMPETENCIES
1. Communication Proficiency (oral and written)
2. Technical Proficiency
3. Problem Solving/Analysis
4. Leadership
5. Teamwork Orientation
6. Relationship Management
7. Financial Management
IMPORTANT EDUCATION
• Bachelors degree in Facilities Management, Corporate Real Estate, Project Management, or Business Administration required
IMPORTANT EXPERIENCE
• A minimum of 5-7 years of commercial high-rise, campus environment, and/or property portfolio management experience required
• Experience in leasing, construction, engineering and all facets of property operation and building management preferred
• Experience with critical system environments desired
• Experience in the development and implementation of programs to drive out cost inefficiencies preferred
• CMMS/Work Order Management experience preferred
ADDITIONAL ELIGIBILITY QUALIFICATIONS
• Certified Facility Manager (CFM), International Facilities Management Association (IFMA), Building Owners and Managers Association (BOMA) industry certifications recommended; other Engineering, Business or technical training or certifications preferred
• Ability to read and understand construction specifications and blueprints
• Proficient in understanding management agreements and contract language
• Excellent computer and systems knowledge: Strong literacy in Microsoft Office Suite (MS Word, Excel and PowerPoint)
• Strong discipline of financial management including financial tracking, budgeting and forecasting
• Knowledge of Financial Systems (Yardi a plus)
• Skilled in Building Management Systems maintenance and monitoring
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May be required to travel outside between properties in varying weather conditions.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to communicate with others and exchange accurate information; operate a computer and other office productivity machinery; move about the workplace; remain in a stationary position for 50-75% of the time; and extend hands and arms in any direction.
AAP/EEO STATEMENT
C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, C&W takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.
OTHER DUTIES
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Note: This job description includes the core responsibilities for C&W. These duties may have slight modifications based on the regional location.
Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to HRServices@cushwake.com. Please refer to the job title and job location when you contact us.
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