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I am a Service Operations Manager with over 10 years of experience in financial services, Fin-techs and start-ups. I have expertise in risk management, regulatory compliance and process creation and improvement which have led to enhanced operational efficiency. I drove a 90% reduction in fraud exposure through innovative models and spearheaded multiple projects. I am known for building strong stakeholder relationships through communication and operational management. I am also committed to fostering high-performance cultures and optimising the service delivery for maximum impact, and I excel at leading cross-functional teams, designing robust procedures, and delivering measurable results for clients and internal stakeholders.…I am a Service Operations Manager with over 10 years of experience in financial services, Fin-techs and start-ups. I have expertise in risk management, regulatory compliance and process creation and improvement which have led to enhanced operational efficiency. I drove a 90% reduction in fraud exposure through innovative models and spearheaded multiple projects. I am known for building strong stakeholder relationships through communication and operational management. I am also committed to fostering high-performance cultures and optimising the service delivery for maximum impact, and I excel at leading cross-functional teams, designing robust procedures, and delivering measurable results for clients and internal stakeholders.

Racheal Nabakembo

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I am a Service Operations Manager with over 10 years of experience in financial services, Fin-techs and start-ups. I have expertise in risk management, regulatory compliance and process creation and improvement which have led to enhanced operational efficiency. I drove a 90% reduction in fraud exposure through innovative models and spearheaded multiple projects. I am known for building strong stakeholder relationships through communication and operational management. I am also committed to fostering high-performance cultures and optimising the service delivery for maximum impact, and I excel at leading cross-functional teams, designing robust procedures, and delivering measurable results for clients and internal stakeholders.…I am a Service Operations Manager with over 10 years of experience in financial services, Fin-techs and start-ups. I have expertise in risk management, regulatory compliance and process creation and improvement which have led to enhanced operational efficiency. I drove a 90% reduction in fraud exposure through innovative models and spearheaded multiple projects. I am known for building strong stakeholder relationships through communication and operational management. I am also committed to fostering high-performance cultures and optimising the service delivery for maximum impact, and I excel at leading cross-functional teams, designing robust procedures, and delivering measurable results for clients and internal stakeholders.

Available to hire

I am a Service Operations Manager with over 10 years of experience in financial services, Fin-techs and start-ups. I have expertise in risk management, regulatory compliance and process creation and improvement which have led to enhanced operational efficiency. I drove a 90% reduction in fraud exposure through innovative models and spearheaded multiple projects. I am known for building strong stakeholder relationships through communication and operational management.

I am also committed to fostering high-performance cultures and optimising the service delivery for maximum impact, and I excel at leading cross-functional teams, designing robust procedures, and delivering measurable results for clients and internal stakeholders.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Work Experience

Service Operations Manager at TYMIT LTD (FinTech)

November 1, 2024 - October 27, 2025

Delivery of daily service status updates, ensuring transparent communication on operational performance; coordinating incident responses; developing expertise in Zendesk configuration; overseeing open ticket management; monitoring trends; liaising with stakeholders for resource allocation; driving projects to client-aligned completion; ensuring high-quality service delivery.

Senior Financial Crime Specialist at TYMIT LTD (FinTech)

November 1, 2024 - November 1, 2024

Developed and implemented fraud prevention models, reducing fraud exposure by 90%; designed and launched fraud software projects (Tokenisation, App Security, Lynx, FCA Fraud Reporting, Jira Enhancements); managed and trained teams; drafted operational procedures; conducted AML measures, SARs, CIFAS reporting, transaction monitoring, and sanctions screening; supported regulatory requests and communicated insights at weekly leadership reviews.

Senior Fraud Investigator at Starling Bank (FinTech)

May 1, 2023 - May 1, 2023

Spearheaded fraud investigations across victim and beneficiary cases; liaised with banks, customers, and law enforcement; managed rota scheduling, case allocation, and HR issues; contributed to fraud training and QA to improve case quality; helped write/update procedures.

Customer Care Coordinator at Barratt London

July 1, 2018 - July 1, 2018

Coordinated client care processes, ensuring smooth service delivery across teams; managed escalations and resolved customer issues in line with SLAs; supported operational reporting and administrative functions.

Financial Crime Investigator < Customer Representative at Metro Bank

May 1, 2014 - May 1, 2014

Investigated fraud cases from onboarding through resolution, including KYC checks and account reviews; handled escalations and liaised with external institutions to recover funds; supported transition from customer-facing role to financial crime investigations.

Customer Representative at Nationwide Building Society

August 1, 2011 - August 1, 2011

Delivered frontline customer service including onboarding, account reviews, and queries; supported fraud prevention by reviewing ID and transaction red flags.