Head of Operations

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Manage the daily functions of the EMI, ensuring all operations run smoothly and efficiently.

• Formulate and execute operational strategies to facilitate Kraken’s EMI growth and scalability.

• Identify opportunities for process enhancements and implement modifications to boost efficiency and effectiveness.

• Supervise all outsourcing activities to Kraken group service providers.

• Ensure compliance of Kraken EMI operations with all EMI/PSR requirements and other pertinent regulatory frameworks.

• Establish and uphold robust internal controls to guarantee regulatory compliance and operational integrity.

• Collaborate with the regional compliance officer to prepare for regulatory audits and ensure accurate reporting.

• Identify, evaluate, and manage operational risks.

• Develop and implement strategies to mitigate operational risks, ensuring business continuity.

• Oversee crisis and incident management plans and procedures, ensuring Kraken EMI is ready for potential disruptions.

• Serve as PIL's designated senior executive responsible for outsourcing, in accordance with the CBI Cross-Industry Guidance on Outsourcing, including oversight of Payward Inc. (PINC) as PIL's key outsourced service provider.

• Monitor ongoing performance and management of outsourced service providers, including PINC, against established service levels and risk indicators.

• Ensure outsourcing agreements comply with applicable CBI outsourcing requirements and, where relevant, DORA ICT third-party risk management requirements.

• Act as the main point of contact for outsourcing-related regulatory inquiries, including notifying the CBI of new or significantly altered outsourcing arrangements as necessary.

• Report on outsourcing risk, concentration, and performance to the CEO, Board, and relevant risk/outsourcing committees.

• Have overall accountability for the Fraud function within PIL, encompassing fraud prevention, detection, and case management outcomes.

• Oversee the outsourced Fraud Operations service provided by Payward Inc. (PINC) as PIL's key outsourced service provider, monitoring performance against agreed SLAs/KPIs.

• Ensure that Fraud risk appetite, controls, and management information are consistent with PIL's Risk Appetite Statement (RAS) and applicable CBI outsourcing/operational resilience standards.

• Promptly escalate significant fraud incidents, thematic trends, and control deficiencies to the CEO, Board, and relevant risk committees.

• Supervise Kraken EMI’s technology infrastructure to ensure it aligns with operational needs and regulatory demands.

• Collaborate with technology leadership to ensure the security of Kraken EMI’s data and systems.

• Advocate for technological innovation to improve Kraken EMI’s operations and user experience.

• Ensure that Kraken EMI delivers exceptional, secure customer service and support.

• Implement systems to gather and act on customer feedback to enhance service delivery.

• Oversee procedures for effectively resolving customer complaints and disputes.

• Ensure that the EMI has operational processes in place that comply with the Consumer Protection Code 2025.

• Assist the General Manager, E-money and Payments Operations in developing and executing the EMI’s strategic initiatives.

• Establish operational objectives that align with the EMI and Kraken’s overall strategy.

• Track progress towards achieving strategic objectives and adjust as necessary.

• Collaborate with other senior executives to ensure integrated and aligned operations.

• Build and nurture relationships with key internal and external stakeholders.

⛳️ Requirements

• Eligible to work in Ireland, or willing to relocate to Ireland.

• Significant experience (15+ years) in operational leadership roles, ideally within the financial services or crypto-asset sector.

• Strong understanding of EMI, PSRs, and the broader European Regulatory Frameworks.

• Excellent leadership, strategic thinking, financial acumen, and communication skills.

• Commitment to maintaining high ethical standards and transparency.

• Ability to analyze intricate operational challenges and devise effective solutions.

• Flexibility to adapt to a fast-evolving regulatory and market landscape.

• Commitment to delivering a superior customer experience.

• Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field; advanced degree preferred.

• Relevant professional certifications in finance, compliance, or operations management are advantageous.

🏝️ Benefits

• Building the Future of Open Finance

• Operational Management

• Regulatory Compliance

• Risk Management

• Outsourcing Oversight

• Fraud Oversight

• Technology & Security

• Customer Experience

• Strategic Planning

• Stakeholder Engagement