Joyce Gonçalves

- I drive the strategic hiring agenda for EU-based Servicing Operations teams, applying a GTM mindset to scale high-velocity teams while consistently delivering beyond baseline hiring targets; - Serve as the Functional POC for specialised business domains, proactively identifying funnel bottlenecks and providing data-driven updates and business advising to leadership; - Own the end-to-end recruitment lifecycle, leveraging a background in clinical psychology to apply behavioral insights to talent assessment and stakeholder partnerships; - Lead recruitment transformation initiatives and process improvements, utilising SmartRecruiters and LinkedIn Recruiter to enhance scalability and operational efficiency; - Champion an exceptional candidate experience and inclusive hiring practices, ensuring every touchpoint strengthens Wise's employer brand in the fintech space; - Collaborate with cross-functional teams to streamline operations and inform real-time hiring strategies.

- Drove talent acquisition efforts to attract and retain top talent within the fast-paced fintech environment. - Managed the end-to-end recruitment lifecycle for a variety of cross-functional roles across global Servicing teams, from niche hiring to volume hiring. - Collaborated with hiring managers to define job requirements, develop compelling job descriptions, and ensure a streamlined recruitment process. - Conducted in-depth screenings and leveraged strong assessment skills to identify and match qualified candidates with suitable positions. - Cultivated positive candidate experiences by maintaining clear and consistent communication. - Contributed to team-wide process improvement projects aimed at enhancing recruitment efficiency and organisation.

- Analyzed and reviewed contacts and processes to optimize Customer Support. - Constantly developed in-depth knowledge of the financial sector, with a focus on currency exchange. - Worked with both English and Portuguese on a daily basis, in both written and spoken form.

- Provided excellent customer support through e-mails and phone calls to customers who speak Portuguese and English.

- Provided online psychotherapy to clients all over Brazil throughout the pandemic times aiming to develop their personal and interpersonal skills, as well as support them with mental health issues and provide psychological counselling.

- Adjusted material content and level to match intended audience, and verified translations against cultural and industry norms by applying extensive background, linguistic fluency, and English language cultural expertise. - Prepared academic abstracts for publication with thorough comparisons of source and final documents for accuracy.

- Implemented, transformed and elevated the HR sector at one of the city's most prestigious schools - Spearheaded talent acquisition strategies to attract top-tier candidates - Reviewed resumes and job applications to assess candidates' qualifications, skills, and experience against job requirements - Guided candidates through the recruitment process, scheduling interviews, coordinating assessments, and providing feedback - Maintained a database of potential candidates for current and future job openings - Partnered with the school's hiring managers to understand their staffing needs, define job requirements, and develop effective recruitment strategies - Identified areas for process improvement in recruitment practices and techniques - Played a vital role in promoting positive employee relations and creating a productive and harmonious work environment - Handled employee complaints and grievances in a fair, consistent, and confidential manner

- Provided psychological support and counselling to patients and accompanying family members at the biggest public hospital in the city - Was in charge of two general cases infirmaries, caring for 8 patients on average. - Beyond the clinical duties, was also responsible for filling patients's psych files and keeping in touch with the rest of the medical staff in order to provide excellent care.

- Offered psychological support and counselling to persons in need in the Public Defender's Office conciliation and mediation services (staff and clients), as a part of a University extension program project. - Dealt with a variety of cases, providing active listening and helping with conflict resolution.

- Maintained strong relationships with client companies to understand their hiring needs - Wrote compelling job descriptions and advertisements to attract qualified candidates - Sourced candidates based on the hiring company's needs, using various channels such as job boards, social media, networking, and referrals to identify and attract potential candidates - Followed through the first stages of interviewing candidates, selecting the ones which had the best profiles for the client companies - Coordinated and scheduled second stage interviews between candidates and client companies - Facilitated communication between candidates and client companies, negotiating job offers, discussing compensation packages, and managing counteroffers when needed