Business Compliance Manager (Customer Experience)

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 50+ 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 Compliance team supports the business with developing and releasing cutting-edge features for millions of customers around the world.

We’re looking for a Business Compliance Manager to share their expertise on customer service and complaints handling within Revolut Customer Operations. You'll ensure we comply with customer service regulations while keeping up to date on any changes.

This is an opportunity to gain experience with different markets and products globally by collaborating with local/entity regulatory compliance representatives to ensure local rules are considered in the customer journey. Be warned, this is a very hands-on role.

Up for the challenge? Let’s get in touch.

What you’ll be doing

• Leading the charge in steering our products through the complex regulatory landscape
• Working closely with the Customer Experience product team to build features that deliver a great customer experience
• Ensuring regulatory and conduct policies and procedures related to complaints, FinCrime, vulnerable customers, etc. are implemented, followed, and updated
• Empowering teams with knowledge, training, and tools, making compliance a seamless part of the innovation process
• Serving as the go-to expert and liaison with regulatory bodies, ensuring retail products and services shine in audits
• Setting new standards in regulatory reporting and engagement
• Performing horizon scanning and regulatory mapping
• Reviewing new initiatives and risks for compliance, conduct, and culture changes that alter the support, complaints, and vulnerability flows
• Collaborating with regional compliance teams to address differences in policies, procedures, and regional requirements
• Ensuring risk management processes for customer operations are robust and occur in a timely manner
• Identifying regulatory challenges and changes in payment services products are addressed/implemented in good time
• Liaising with key internal (Legal, Risk, MLRO, etc) and external (regulators, advisors, vendors, partners, etc.) stakeholders as required

What you'll need

• Experience in customer service and dispute resolution, development of new policies, and review of conduct risk
• Knowledge of customer-focused regulations, such as Consumer Duty and Payment Services Regulation 2017
• Experience in top-tier investment banking/PE, strategy consulting, and/or fast growing technology company
• An excellent understanding of how compliance risk and business risk interact
• Highly adaptable skills for working in a fast-paced environment
• The ability to work well under pressure, individually manage multiple projects at once, and meet tight deadlines

Compensation range

• Vilnius: €3,600 - €5,400 gross monthly*
• Lithuania: €3,600 - €5,400 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.

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