Open to opportunities

Racheal Nabakembo

@rachealnabakembo

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Service Operations leader driving risk reduction and operational excellence in fintech.

United Kingdom

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What I'm looking for

I seek a senior operations role in fintech or financial services where I can lead teams, reduce fraud risk, improve processes, and collaborate with stakeholders for measurable impact.

I am a Service Operations Manager with over 10 years' experience across financial services, fintech and start-ups, specialising in risk management, regulatory compliance and process improvement.

I have delivered measurable impact, including driving a 90% reduction in fraud exposure through innovative models and by designing and launching fraud-related software projects such as Tokenisation and App Security.

I lead teams through rota management, wellbeing checks, 1:1s and training, and I have implemented operational procedures and overseen incident responses and service reviews to ensure consistent service delivery.

I build strong stakeholder relationships, streamline processes (including Zendesk configuration), present operational insights to senior leadership, and am committed to fostering high-performance cultures that optimise service delivery.

Experience

Work history, roles, and key accomplishments

Current

Service Operations Manager

Current

Tymit Ltd

Nov 2024 - Present (1 year)

Manage daily service operations, incident responses and stakeholder communications while streamlining Zendesk workflows to improve ticket handling and drive team projects to timely completion.

Operations Management Zendesk Incident Management Stakeholder Management Process Improvement Team Leadership Project Delivery

Senior Financial Crime Specialist

Tymit Ltd

May 2023 - Nov 2024 (1 year 6 months)

Developed and implemented fraud prevention models that reduced fraud exposure by 90% and led delivery of fraud software projects including tokenisation and app security while managing and training teams.

Financial Crime Fraud Prevention AML SARs Transaction Monitoring Jira

Senior Fraud Investigator

Starling Bank

Jul 2018 - May 2023 (4 years 10 months)

Led end-to-end fraud investigations, coordinated with banks, customers and law enforcement, improved case quality through QA and contributed to operational procedure updates.

Fraud Investigation Case Management QA Incident Response

Customer Care Coordinator

Barratt London

Oct 2014 - Jul 2018 (3 years 9 months)

Coordinated client care processes, managed escalations to meet SLAs and supported operational reporting and administrative functions to ensure smooth service delivery.

Customer Service Escalation Management SLA Management Administrative Support

Financial Crime Investigator

Metro Bank

Aug 2011 - May 2014 (2 years 9 months)

Investigated fraud from onboarding to resolution, performed KYC and account reviews, handled escalations and liaised with external institutions to attempt fund recovery.

Financial Crime KYC Fraud Investigation

Customer Representative

Nationwide Building Society

Sep 2010 - Aug 2011 (11 months)

Delivered frontline customer service including onboarding, account reviews and transaction checks, supporting fraud prevention through ID and transaction monitoring.

Customer Service Onboarding Fraud Prevention Transaction Monitoring

Education

Degrees, certifications, and relevant coursework

University of Hertfordshire

Bachelor of Arts, International Business and Spanish

2006 - 2010

Grade: 2:1

Activities and societies: President, International Student Association; Event Organiser, International Business Association; community projects and volunteering.

Completed a 2.1 honours degree in International Business and Spanish, focusing on international commerce and language competency.