Stefan Stanila

As the Project Owner of the Capacity Support Incentive process, I focused on supporting Delivery Associates affected by Delivery Service Providers (DSPs) exiting the market. My role involved assembling actionable data sets and working closely with key stakeholders to ensure smooth process modifications. I also managed B2B disputes and implemented corrective measures to address market-wide DSP-related challenges

Tasks: In this role, I played a key part in ensuring regulatory compliance by liaising with financial regulators (such as the FCA in UK, or MAS in SG) and aligning the company with local compliance standards. I was responsible for drafting critical internal policy documents, including Financial Complaints Handling procedures and Inter-Bank agreements. Overhauled and streamlined KYC financial dispute policies, driving operational efficiency and regulatory alignment across the company.

I managed product and service complaints at Wise, overseeing the delivery of Final Responses and addressing issues effectively. I communicated with key financial regulators and dispute resolution bodies to resolve disputes and ensure compliance. I provided expert guidance to Customer Support Team Leads, led complaints-specific training sessions, and performed detailed financial analysis to identify and resolve root causes of complaints, driving improvements in our products and services

Translated website and app content from English to Romanian, ensuring localization for a seamless customer experience. Collaborated closely with the development team to tailor the platform for Romanian users. Delivered top-tier customer support through emails, chats, and phone channels. Spearheaded the successful launch of Wise’s website and app in Romania. Founded and led the Romanian customer support team in Budapest, enhancing service quality and driving operational success in the local market.

Maintained and updated supplier information to ensure accuracy and efficiency. Provided technical support to the client’s Purchasing team, enabling smooth procurement processes. Generated insightful reports to assist decision-making and improve purchasing operations.