• Location
    • London
  • Date Posted
  • May. 27, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Fintech

As we expand our business across the globe we are looking for a Head of Service Delivery Management to ensure delivery of quality service to all of our customers in all locations.

What you’ll be doing

Overall responsibility for the management of Service Delivery for products and services across Revolut companies.

Maintain a clearly documented strategy, policy and operating model for intragroup service delivery in support of the overall Revolut group strategy and business plans, ensuring great consumer outcomes.

  • Develop, maintain and enhance an appropriate operating model with strong governance, risk management and business resilience integration to protect the business and deliver for consumers.
  • Drive global governance to ensure quality service levels are provided to all Revolut customer-facing entities.
  • Own and evolve performance monitoring framework to ensure visibility across all services and locations.
  • Govern planning and forecasting to monitor demand and facilitate requisite staffing.
  • Monitoring and facilitating billing and contracts for intragroup services
  • Supporting business resilience by maintaining important business service mapping and criticality assessments.
  • Engaging and updating the regulator on Intragroup Outsourcing arrangements and forward looking plans.

What you’ll need

  • 8+ years senior leadership experience in a supply chain or outsourcing role, preferably in the financial services sector
  • Knowledge of a broad range of outsourcing and business resilience regulation and its application in retail financial services
  • Experience in developing service management and monitoring processes
  • Strategic planning capability, demonstrating internal and external engagement in the strategy
  • Deep appreciation of consumer and business customer conduct matters in relation to financial services
  • Ability to sponsor and drive work programmes
  • Comprehensive appreciation of Risk management and governance in a financial institution
  • Experience in conducting risk assessments in respect of any proposed outsourcing arrangement, and on an ongoing basis.
  • Evidence of sound judgement and strong consumer culture leadership
  • Experience in engaging with regulators and building relationships over time
  • Experienced in managing stakeholders including C-Level
  • Experience of working in a Regulated Environment through working in Financial Services or Consulting

Excellent written and communication skills

Experience of managing business continuity within a scaling organisation

A little about us…When Revolut was founded in 2015, we had a vision to build a sustainable, digital alternative to traditional big banks. Our mission now is to help our customers improve their financial health, empower them to have more control, and promote financial cohesion across the communities in which we operate. Launching into 2020 with 10 million Personal customers and over a quarter of a million Business customers only reinforced our belief in the vast need across the world for better financial services. As our customer base has boomed in the last year, we’ve expanded our team to match that growth. We started 2019 with several hundred employees; we closed it out with 2000.

What we’re looking for…Revolut is being scaled up by people all around the world who share our vision. We’re looking for people who align with our four core values: we Never Settle, we Get It Done because we Think Deeper and we’re Stronger Together. You’re the kind of person who wants to join a community of forward-thinking people, all personally and professionally invested in Revolut’s mission. You thrive in a collaborative space where everyone’s learning from each other, and learning fast. We believe in empowering our Revoluters in their work, giving them autonomy and ownership of what they do. We want everyone at Revolut to own their story and their successes - working with us means you’re not just another cog in the machine.

The benefits

Competitive salary

Biannual discretionary performance bonus (equity)

  • All the latest tech you need
  • Roll with a free Revolut Metal subscription

Pension plan

Private health insurance

  • Start the day properly with fresh fruit and cereals
  • Rest up with 29 days’ holiday per year
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