Head of Operations
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Job Description
Head of Operations overseeing daily activities and compliance for Kraken’s EMI in Ireland. Driving operational efficiency and managing team dynamics to meet regulatory requirements.
Responsibilities:
- Oversee the daily operations of the EMI, ensuring all processes run smoothly and efficiently
- Develop and implement operational strategies to support Kraken’s EMI growth and scalability
- Identify areas for process improvement and implement changes to increase efficiency and effectiveness
- Oversee all outsourcing to Kraken group service providers
- Ensure that Kraken EMI operations comply with all EMI/PSR requirements and other relevant regulatory frameworks
- Establish and maintain robust internal controls to ensure regulatory compliance and operational integrity
- Collaborate with the regional compliance officer to prepare for regulatory audits, and to ensure accurate reporting
- Identify, assess, and manage operational risks
- Develop and implement strategies to mitigate operational risks, ensuring business continuity
- Oversee crisis and incident management plans and procedures, ensuring that Kraken EMI is prepared for potential disruptions
- Act as PIL's nominated senior executive accountable for outsourcing, in line with the CBI Cross-Industry Guidance on Outsourcing, including oversight of Payward Inc. (PINC) as PIL's material outsourced service provider;
- Oversee ongoing monitoring and performance management of outsourced service providers, including PINC, against agreed service levels and risk indicators;
- Ensure outsourcing arrangements comply with applicable CBI outsourcing requirements and, where relevant, DORA ICT third-party risk management requirements;
- Act as the primary point of contact for outsourcing-related regulatory queries, including notifying the CBI of new or materially changed outsourcing arrangements as required;
- Report on outsourcing risk, concentration, and performance to the CEO, Board, and relevant risk/outsourcing committees.
- Have overall responsibility for the Fraud function running through PIL, including fraud prevention, detection, and case management outcomes;
- Oversee the outsourced Fraud Operations service provided by Payward Inc. (PINC) as PIL's material outsourced service provider, monitoring performance against agreed SLAs/KPIs;
- Ensure Fraud risk appetite, controls, and management information align with PIL's Risk Appetite Statement (RAS) and applicable CBI outsourcing/operational resilience requirements;
- Escalate material fraud incidents, thematic trends, and control gaps to the CEO, Board, and relevant risk committees on a timely basis.
- Oversee Kraken EMI’s technology infrastructure to ensure it meets operational needs and regulatory requirements
- Work with technology leadership to ensure the security of Kraken EMIS’s data and systems
- Promote technological innovation to enhance Kraken EMI’s operations and user experience
- Ensure that Kraken EMI provides excellent, secure customer service and support
- Implement mechanisms to gather and act on customer feedback to improve service delivery
- Oversee processes for resolving customer complaints and disputes effectively
- Ensure that the EMI has operational processes in place that ensure compliance with Consumer Protection Code 2025
- Support the General Manager, E-money and Payments Operations in developing and implementing the EMI’s strategic initiatives
- Set operational goals that align with EMI and Kraken overall strategy
- Monitor progress towards achieving strategic goals and make adjustments as needed
- Collaborate with other senior executives to ensure cohesive and aligned operations;
- Build and maintain relationships with key internal and external stakeholders.
Requirements:
- Eligible to work in Ireland, or be willing to relocate to Ireland
- Extensive experience (15+ years) in operational leadership roles, preferably in the financial services or crypto-asset industry
- Strong understanding EMI, PSRs and wider European Regulatory Frameworks
- Strong leadership, strategic thinking, financial acumen, and excellent communication skills
- Commitment to high ethical standards and transparency
- Ability to analyze complex operational issues and develop effective solutions
- Flexibility to adapt to a rapidly changing regulatory and market environment
- Dedication to providing 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 desirable
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
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