Team Lead (FinCrime - Quality Control)

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 65+ million customers get more from their money every day.

As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 10,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

The Financial Crime Operations department is at the forefront of Revolut’s efforts to keep customers and their money safe 🥷

Our colleagues work directly with customers to resolve issues and flag any potential concerns. Using cutting-edge technology, we work to prevent financial crime in a way the financial world has never seen before 💫

We’re looking for a super-skilled Team Lead to work with the Quality Control Team 📣 Someone who understands what it takes to motivate and lead a team. Someone to develop a firm foundation for our operations and innovate on ways to scale it quickly and effortlessly. If you’re ready to stop providing a service and join us in delivering WOW to our customers instead, let’s get in touch 👇

What you’ll be doing

• Managing and leading a team of employees
• Communicating company goals, safety practices, and deadlines to the team
• Motivating team members and assessing performance
• Helping management, including hiring and training, and keeping management updated on team performance
• Communicating concerns and policies among management and team members
• Searching for process/procedure optimisation and work improvements
• Meeting company SLAs
• Performing effective people management (one-to-ones, coaching, career development)
• Tracking daily/weekly operations, ensuring timely reaction on different situations
• Performing deep-dives on SLAs and providing RCA/trends/actions for their improvement
• Challenging process/procedures in context of continuous improvement
• Acting as point of contact for any internal and external escalations

What you'll need

• Fluency in English and at least one other European language
• Prior customer support experience
• 1+ year of experience managing a team of 5 -10 FTEs
• Experience leading projects
• Exceptional understanding of customer service, technical issue resolution, and support best practices
• Empathy and love for helping people
• Strong attention to detail and analytical skills
• Driven, self-motivated, and a highly flexible team player attitude
• To be self-learner with an independent problem-solving approach
• A bachelor's degree or equivalent
• Proven record of improving SLAs for support teams
• Experience working with data analysis and dashboards
• Strong communication, numeracy, and IT skills

Compensation range

• Lithuania: €2,700 - €2,900 gross monthly*
• Other locations: Compensation will be discussed during the interview process

*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Important notice for candidates:

Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.

• Only apply through official Revolut channels. We don’t use any third-party services or platforms for our recruitment.

• Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an @revolut.com domain.

We won't ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it’s a scam. Report it immediately.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice