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Service Operational Lead (FinCrime) at Revolut
Krakow, PL

The Financial Crime Operations department is at the forefront of Revolut’s efforts to keep customers and their money safe. Working directly with customers to resolve issues and flag potential concerns and using cutting edge technology, we aim to prevent financial crime more effectively than traditional banks.
We operate in small, nimble teams that are built for scale, speed, and quality. Each unit is responsible for a different pillar of fincrime, giving you the chance to have a real impact on crucial problems that affect millions of people around the world.

We’re looking for a skilled Service Operational Lead to manage operations teams (up to 100 employees) and collaborate with product teams.

This role is about developing a firm foundation for our operations and continuing to innovate on ways to scale it quickly and effortlessly. We want you to focus particularly on our customer satisfaction and process compliance in this role by finding a balance between consistency and positive experiences for all our customers.

In addition, this role will be assisting in building out the function globally. You’ll need to combine a sharp eye and discipline for delivery with a creative and process-driven mindset to seek out and solve some of our most complex global challenges.

What You'll Do

        Responsible for the day-to-day management of Service Operational managers group with responsibility for separate products (up to 60 employees)
        Daily, weekly, monthly, and quarterly operations KPI review and management
        Develop a process for improving user CSAT without sacrificing quality parameters
        Help build and implement processes and standards for delivery through the global network
        Demonstrate excellent business analytics to perform root cause analysis activities
        Under minimal supervision, provide direction for multiple, com
        Rplex and related projects to maximize overall benefit and alignment to strategic program objectives.
        Responsibility for managing the performance of Service Operational Managers, coach and mentor them to reach their potential, always leading by example.
        Ensure correct implementation of staff training, quality assurance, development and performance programs in conjunction with Training Leads and Operational Manager.
        Drive continuous Support Improvement and Improve Problem Resolution times.

What Skills You'll Need

        Previous business experience in Customer Support with the preferable focus of 24/7
        Experience in managing up to 100 employees
        A minimum of 8 years of relevant experience is expected, but we will consider candidates with less experience if they meet our other requirements
        Working proficiency in English required, other languages are very helpful
        Bachelor’s degree
        Excellent communication, reading comprehension, and writing skills
        History of taking ownership and driving results
        Excellent technical and analytical aptitude
        Self-driven and ability to work in a fast-paced and evolving environment
        You can break complex problems into smaller ones and enjoy working with data to facilitate your work using such tools as SQL and Google Spreadsheets
        You can make a good business case and convince people to help you execute
        Queue, spike and Backlog managements
        Ability to handle multiple priorities and meet deadlines in stressful situations
        Some international travel required
        MBA or graduate degree preferred

We believe that there are better ways for people to control their money. Easier, fairer ways.
Revolut started in 2015 with card transactions abroad without rubbish exchange rates or hidden fees. We’ve since added business accounts, vaults, insurance and even access to cryptocurrency exposure.
We reached 10 million customers as we rolled into 2020 and we're adding another million every quarter.

From employee 1 to employee 1000, you will be slotting into a global team that shares a number of traits.
You can work autonomously and take ownership. We thrive with the space and responsibility to solve problems.
You operate best without lots of bureaucracy. We don’t hide behind fancy job titles or clunky processes ‘because that’s how things are done’.
You approach work in a logical way. We are not afraid to make mistakes but we use data and logic to backup decisions and improve understanding. And you share our mission to improve people’s relationship with their money.

 Competitive salary
 Excellent training and guidance from our team.
 Roll with a free Revolut Metal subscription
 Life insurance
 Private medical care
 Multisport card
 Don’t panic about cooking: get free dinners
 Stay refreshed: get juice, tea, coffee and soft drinks on tap

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