About Revolut

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped 25+ million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth, we believe that two things are essential to continuing our success: our people and our culture. So far, we have 5000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About The Role

Our Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does 🚀

We’re looking for a Production Operations Manager to manage up to 100 Customer Support Agents 📣 Someone to collaborate closely with the Product Teams to make our award-winning financial super app even stronger A leader who knows how to balance effective people and process management with continuous focus on the process improvements ⚖️

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

What You’ll Be Doing

• Process Management: making critical-business decisions - breaking down complex business cases and backing up reasoning using advanced analysis. Exploring and defining which projects the team should prioritise, and setting a timeline to reach goals quickly
• People Management: as a leader of a large and growing team, you will develop your own people, guide them and work with them to unlock their full potential. You will lead your Team Leads by example, resolving the toughest of issues from customers and ensuring that your team consistently delivers at a high level
• Stakeholder Management: your team will support 20m customer users, located across the world - so you will interact and collaborate with teams from the different regions and cities across the globe, with the overall aim of constantly improving our level of service provided to our customers. This might include but not limited to: exceeding on agreed service levels, suggesting improvements to support logic, or crafting structures to best run our support operations. You also would need to have the ability to build lasting relationships with our vendor partners, which can help influence decisions for the larger cause of the company
• Performance Management: owning business line metrics, improving people's performance, including rate and quality of decisions
• Change Management: proposing, developing and implementing systems, programs and processes that strengthen the foundation of WOW service excellence to our customers
  
  

What You'll Need

• Previous experience in managing agents through Team Leads, preferably in a contact center environment
• Brilliant communication: you’re to inspire, motivate and lead customer service teams
• Cool and calm thinking under pressure
• Superior organisational skills, integrity, and great follow-through on tasks
• Problem solving approach
• Demonstrated record of executing projects that measurably improved customer and agent experiences
• A strong track record of achievements
• Goal orientation: you plan and design the resources and tasks necessary to ensure the Service is contracted within the parameters of profitability
• Focus on the service excellence: you are logical, analytical and have experience resolving team productivity or quality issues in efficient ways
  
  

Nice to have

• SQL skills or ITIL certification
• Bachelor’s or Master’s degree
  
  

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.

By applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Notice for Candidates: https://www.revolut.com/legal/data-privacy-for-candidates