Demand Manager - FinCrime & PayOps

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Demand Manager - FinCrime and PayOps

Job Title: Demand Manager - KYC/FinCrime and PayOps

Reports to: Program Manager - Demand Management

Location: Tallinn, Estonia

Job Summary:

Strategic and highly organized Demand Manager to lead our Know Your Customer (KYC)/Financial Crime (FinCrime) and Payment Operations (PayOps) initiatives. This person will be responsible for managing demand, prioritizing work, and ensuring seamless communication and coordination between Product, Compliance, and Operations teams. The role requires a strong analytical mindset, a deep understanding of financial crime and payment processes, and a proven ability to lead complex, cross-functional programs.

Key Responsibilities

Demand Management and Program Execution

• Prioritization Framework: Create a prioritization framework for demand drivers and capacity needs, incorporating constraints and empowering stakeholders to conduct cost-benefit analysis for trade-offs.

• Program Awareness: Build awareness and understanding of the demand management program among product and compliance teams.

• Ingesting Demand Drivers: Ensure demand drivers are shared with capacity planning teams in the agreed-upon format and cadence. Regularly assess the accuracy of demand and capacity needs at both aggregate and individual levels.

• Pre-Rollout Analysis: Collaborate with product and compliance teams to validate estimates for new demand drivers. Define and implement pre-launch checkpoints, rollback criteria, and demand measurement strategies. Work closely with product and operations strategy teams to identify gaps and ensure a high-quality customer experience.

• Demand Attribution: Guide analytics and engineering teams to establish mechanisms for monitoring the workload rate of new and existing demand drivers against expected demand.

Communication and Reporting

• Communication & Coordination: Ensure seamless communication between product/compliance organizations and the operations team. This includes setting and notifying all relevant parties of specific time frames for timely decision-making.

• Documentation and SOPs: Maintain comprehensive documentation of all demand management activities and decisions for stakeholders across Product, Compliance, and Operations. Build and update a Standard Operating Procedure (SOP) that details the process, timeline, and future dates to provide clarity to all stakeholders.

• Monthly Reporting: Analyze and generate monthly insights on the impact of actual demand on capacity needs and costs for all squads, with the help of the reporting team.

Strategic Understanding: Maintain a thorough understanding of the controls being reported on, including their launch strategy, objectives, product impact, and regulatory impact.

Qualifications

• Bachelor's degree in Business, Finance, Operations, or a related field.

• Proven experience in a demand management, program management, or similar role within the financial services or FinTech industry, with a focus on financial crime, KYC, or payment operations.

• Strong analytical and strategic thinking skills, with the ability to identify root causes of demand and capacity variability.

• Experience with program and project management, including defining scope, managing timelines, and coordinating cross-functional teams.

• Exceptional communication and stakeholder management skills.

• Proficiency in data analysis and reporting tools.

• Knowledge of relevant financial crime regulations, such as Anti-Money Laundering (AML) and Know Your Customer (KYC).

Desired Skills

• PMP or other relevant program management certification.

• Experience in an Agile environment.

• Familiarity with financial crime technology stacks (e.g., transaction monitoring systems, money laundering methodologies, case management tools).

• Experience working with a global team.

We are open to L5 and L6 candidates (for internal applicants) and the salary range is negotiable for the right candidate.

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.

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