Phone Team Lead (FinCrime Core) - Poland

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 Financial Crime Operations department is at the forefront of Revolut’s efforts to keep customers and their money safe. This team works directly with customers and internal teams to resolve issues and identify potential concerns. Using cutting-edge technology, we aim to prevent financial crime in a way the banking world hasn’t seen before.

We’re seeking a skilled Team Lead to ensure our Analysts perform at the highest quality. A solution-focused leader who can manage customer and agent issues while driving continuous improvement across processes. If you're ready to move beyond service provision and start delivering WOW to our customers – let's connect 👇

What you’ll be doing

• Leading a team of FinCrime Analysts, managing daily performance, and ensuring adherence to SLAs and KPIs.
• Conducting regular one-to-ones, coaching, career development, and supporting hiring, onboarding, and training of new team members.
• Overseeing daily and weekly operations, monitoring metrics, and responding to issues as they arise.
• Performing deep dives into SLA metrics, identifying trends, and conducting root cause analysis with actions for improvement.
• Preparing detailed reports and metrics to support data-driven decision-making and quality assurance.
• Driving continuous improvement by challenging existing processes and collaborating with cross-functional teams to implement operational enhancements.
• Acting as the escalation point for internal and external issues, including coordination with law enforcement and regulatory bodies on financial crime investigations.
• Taking on any other necessary responsibilities to ensure operational excellence.

What you'll need

• Fluent English with strong writing and interpersonal skills
• Minimum of 3 years experience in providing customer support via Phone
• Minimum of 1 year managing a team of 5 or more FTEs
• Proven ability to handle multiple priorities under pressure, manage projects efficiently, and meet tight deadlines
• A data-driven mindset with a solid understanding of operational processes and analytical problem-solving skills
• To be able to work 100% from our office based in Krakow

Nice to have

• Practical knowledge of SQL for data analysis
• Demonstrated sound judgment and a strong understanding of balancing legal and business risks
• Relevant experience in AML/Compliance or financial crime prevention

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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