KYB Operations Lead, UK

The role

You will run the UK onboarding operation day to day. You will manage UK operators, own the queue, and make decisions on complex cases and escalations.

What you will do

• Line-manage and develop the UK operators
• Own overall queue management and resourcing for UK onboarding
• Make the final first-line call on complex cases
• Own escalations with card-issuing and payments partners
• Run customer-facing onboarding communications
• Define and report operational metrics
• Find and remove friction in processes
• Build consistent, evidenced 1LoD decision standards
• Act as hands-on backup for UK safeguarding

Required qualifications

• 5+ years in KYB / onboarding / financial-crime operations at a UK fintech, EMI, PI or bank
• Practical working knowledge of the UK regulatory framework for EMIs/PIs: MLRs 2017, JMLSG guidance, and FCA expectations for customer due diligence
• Strong judgement on complex business customers: multi-layer ownership, overseas parents, trusts, PEPs, and knowing when to escalate
• Clear written communication, both with customers and in documented case decisions
• Demonstrated use of AI tools in your day-to-day work to go faster or do better work, with concrete examples
• A bias to fix the process rather than just work the queue

Nice to have

• Line management of operators or analysts (strongly preferred)
• Experience working with card-issuing, BaaS or payments partners on onboarding
• Safeguarding / client-money reconciliation experience
• Writing requirements for Product and Engineering teams
• EU onboarding experience or a second European language

Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• Private medical insurance through Freedom Elite
• Virtual GP and at-home care via eMed x Livi
• Workplace pension through Penfold, with salary sacrifice option
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay

About the company

Ramp is building the smart infrastructure for finance teams. They automate how over $275B in annualized spend flows in and out of 85,000+ companies.