Summary
Overview
Work History
Education
Skills
Hobbies and interests
Websites, Portfolios and Profiles
CONFERENCE
Timeline
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Rajah Rahuf

Vilnius

Summary

KYC/CDD Team Lead with a strong background in managing escalations, real-time resolution, and customer experience related incidents. Skilled in coordinating across support, product, and engineering teams to drive timely resolutions and improve customer experience. Proven ability to analyze root causes, refine internal processes, and implement scalable solutions that reduce repeat issues and support team performance. Graduated master’s degree in Financial Engineering from Vilnius Tech (VGTU). Permanent residency holder in Lithuania.

Overview

6
6
years of professional experience

Work History

Team Lead (KYC/CDD) - Remote

Revolut
07.2024 - Current
  • Manage and lead a team of 10+ employees, establishing clear performance metrics to effectively track progress toward targets.
  • Act as escalation PoC for high-priority issues across managed projects/process , coordinating rapid responses to incidents impacting SLAs, customer experience.
  • Serve as main escalation point between frontline teams and cross-functional units, ensuring end-to-end issue ownership and timely resolution.
  • Independently oversee the end-to-end PoA verification process for Revolut customers, conducting weekly audits of 400+ cases, ensuring fraud prevention, regulatory compliance, and logical accuracy; while contributing to new country/market launch preparation and trained 50+ agents, SMEs, and QC teams while optimizing workflows and reducing error rates based on analysis.
  • Collaborate with the L&D team to create and review e-learning materials, ensuring content clarity for analysts and alignment with delivering a high-quality customer experience.
  • Drive initiatives to prevent CRT (Customer Response Time) breaches to ensure customers are responded withing the given SLA.
  • Conduct deep dives into SLA performance using SQL and Looker; provide root cause analysis (RCA), trend identification, and actionable recommendations for improvement.
  • Identify knowledge gaps across a KYC team of 80+ members and implement scalable training solutions to uplift team and department-wide performance.

Real Time Monitoring Analyst - Remote

Revolut
10.2022 - 07.2024
  • Managed escalations related to outages affecting retail Revolut app, driving swift coordination with tech, product and engineering team for quicker resolution to ensure smooth operations for customers.
  • Analyzed patterns to detect anomalies and link them to system outages, supporting proactive issue resolution.
  • Raising in-app banners for retail customers (50+ million customers) or raising targeted audience banners, depending on the nature of outage and affected audience
  • Ensure customer support agents respond to customer inquiries and resolve issues promptly, ensuring minimal impact on KPIs
  • Acting as a POC for any internal/external escalations.
  • Extra Task: Point of contact for documentation/outages within RTM retail.


Workforce Manager

HCL Technologies
12.2021 - 09.2022
  • Ensuring stability of IT Service Desk operations on daily basis with Service Level Agreements met;
  • Provide weekly adherence reports to Team Leads;
  • Maintaining constant communication with Operations leads to coordinating needed staffing adjustments based on current volumes across different channels;
  • Real time monitoring of call volumes for all Service Desk queues across 3 different channels (telephony, live chat and self-service);
  • Ensuring daily and ad hoc reports (Operation and demand reports) sent on time to relevant stakeholders;
  • Interviewing potential candidate for 1st line IT service desk position

Anti-Money Laundering Officer - Transaction Screening

Danske Bank
06.2021 - 12.2021
  • Identifying domestic and cross-border transactions linked to sanctioned entities in the Bank
  • Investigation, analysis, and resolution of domestic and cross-border transaction screening cases
  • Application of a correct rationale for closing or referring cases for further investigation
  • Following the SOP and take necessary actions in the resolving a case

IT Service Desk Analyst

HCL Expense Management Services
04.2019 - 06.2021
  • Delivering outstanding customer service by answering all queries promptly
  • Handling incoming calls and logging call details into service-first
  • Troubleshooting technical issues and take ownership through to resolution
  • Identifying opportunities to improve current tools, processes and procedures to facilitate customer journey
  • Monitoring 3 channels(live chat, calls, self-service tickets) at the same time
  • Identifying the trends while there's a queue

Education

MBA - FinTech (Financial Engineering)

VILNIUS TECH - Vilnius Gediminas Technical University
01.2023

BBA - Financial Engineering

Vilnius Gediminas Technical University
06-2021

Skills

  • Team leadership & Issue Resolution
  • Escalation Management
  • Leadership & Team Management
  • Process Improvement & Operational Management
  • Cross-Functional Collaboration & Stakeholder Communication
  • KYC & AML Compliance
  • Customer Onboarding & User Experience
  • Project Management
  • Real-Time Monitoring & Outage Management
  • Identifying Trends & Anomalies
  • Critical Thinking & Multitasking
  • Microsoft Office
  • SQL & Looker
  • Confluence & JIRA
  • Slack Automation
  • Collaboration & Cross-Functional Work
  • Knowledge Base Development & Documentation
  • Performance metrics
  • Regulatory compliance

Hobbies and interests

  • Cryptocurrency\stocks trading
  • Travelling

Websites, Portfolios and Profiles

www.linkedin.com/in/rajah-rahufba9a51130

CONFERENCE

International Conference , Vilnius 2022 • Participating and presenting in international conference about my thesis topic as it was selected to be one of the interesting topics in my department

Timeline

Team Lead (KYC/CDD) - Remote

Revolut
07.2024 - Current

Real Time Monitoring Analyst - Remote

Revolut
10.2022 - 07.2024

Workforce Manager

HCL Technologies
12.2021 - 09.2022

Anti-Money Laundering Officer - Transaction Screening

Danske Bank
06.2021 - 12.2021

IT Service Desk Analyst

HCL Expense Management Services
04.2019 - 06.2021

BBA - Financial Engineering

Vilnius Gediminas Technical University

MBA - FinTech (Financial Engineering)

VILNIUS TECH - Vilnius Gediminas Technical University

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Rajah Rahuf