Team Lead (VKYC)

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

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut.

We're looking for a detail-oriented FinCrime Team Lead to support our analysts in performing video customer verifications. You'll help agents provide smooth, compliant verifications, ensuring we deliver an exceptional and secure customer experience.

To support our 24/7 coverage, this role may include night and weekend shifts, which are fully compensated.

Up to shape what's next in finance? Let's get in touch.

What you'll be doing

• Leading and managing a high-performing video KYC operations team to meet quality, efficiency, and compliance targets
• Coaching and mentoring team members through regular 1:1s, feedback, and performance reviews to achieve AHT, FTR, and quality metrics
• Designing and delivering onboarding and ongoing training on RBI regulations, platform updates, and best practices
• Ensuring strict adherence to RBI video-based customer identification process (V-CIP) guidelines and internal SOPs
• Conducting quality checks on VKYC cases to ensure accuracy, completeness, and regulatory compliance
• Driving data-led process improvements to enhance VKYC speed, accuracy, and customer experience
• Analysing team performance and preparing clear reports on productivity, quality, and compliance for leadership
• Partnering with Compliance, Product, and Operations teams to align workflows, test new features, and resolve issues efficiently

What you'll need

• 3+ years of experience in KYC, AML, operations within a regulated financial institution in India, with 1+ years in a leadership role
• Expertise in RBI V-CIP guidelines, AML regulations, and KYC requirements
• A proven ability to lead and manage high-volume operational teams in fast-paced environments
• Impressive analytical skills with hands-on experience in performance tracking and reporting
• Advanced proficiency in Microsoft Excel or Google Sheets
• Experience with video KYC platforms, workflow tools, and CRMs
• Fluency in English
• Excellent verbal and written communication skills

Nice to have

• Basic knowledge of SQL for operational data analysis
• Experience working closely with product or tech teams on process improvements

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