COO, Head of Operations

About the role

As the COO, Head of Operations, you will lead the daily operations and strategic execution for Kraken's European E-money Institution (EMI). This role is crucial for ensuring regulatory compliance and driving the EMI's objectives in close collaboration with other senior leaders. You will be instrumental in advancing an open, global financial system.

Key facts

What you'll do

• Oversee all daily EMI operations, ensuring smooth and efficient processes.
• Formulate and implement operational strategies to support the EMI's growth and scalability.
• Identify opportunities for process enhancements and implement changes to boost efficiency.
• Manage all outsourcing activities to Kraken group service providers, especially Payward Inc. (PINC).
• Ensure EMI operations adhere to all EMI/Payment Services Regulations (PSRs) and other relevant regulatory frameworks.
• Establish internal controls for regulatory compliance and operational integrity.
• Collaborate with the regional compliance officer for regulatory audits and accurate reporting.
• Identify, assess, and manage operational risks, developing mitigation strategies.
• Oversee crisis and incident management plans to prepare for disruptions.
• Act as the nominated senior executive accountable for outsourcing, in line with CBI guidance.
• Monitor performance of outsourced service providers against agreed service levels.
• Ensure outsourcing arrangements comply with CBI and DORA ICT third-party risk management requirements.
• Serve as the primary contact for outsourcing-related regulatory inquiries and notifications to the CBI.
• Report on outsourcing risk, concentration, and performance to leadership.
• Hold overall responsibility for the Fraud function within the EMI, including prevention, detection, and case management.
• Oversee outsourced Fraud Operations by PINC, monitoring performance against KPIs.
• Ensure Fraud risk appetite, controls, and management information align with the Risk Appetite Statement.
• Escalate material fraud incidents and trends to the CEO, Board, and relevant committees.
• Oversee the EMI's technology infrastructure to meet operational and regulatory needs.
• Partner with technology leadership to ensure data and system security.
• Promote technological innovation to enhance operations and user experience.
• Ensure excellent customer service and support, including compliance with Consumer Protection Code 2025.
• Implement mechanisms to gather and act on customer feedback.
• Oversee processes for effective resolution of customer complaints and disputes.
• Support the General Manager in developing and implementing strategic initiatives.
• Set operational goals aligned with the EMI and Kraken's overall strategy.
• Monitor progress towards strategic goals and make necessary adjustments.
• Collaborate with other senior executives for cohesive operations.
• Build and maintain relationships with key internal and external stakeholders.
• Serve as an Executive Director (PCF-1) on the board, proposing and executing strategies.
• Demonstrate knowledge of the business's material activities and risks.
• Possess relevant skills in accounting, auditing, and risk management.

Requirements

• Eligible to work in Ireland or willing to relocate.
• Over 15 years of experience in operational leadership, preferably in financial services or crypto.
• Deep understanding of EMI, PSRs, and broader European Regulatory Frameworks.
• Strong leadership, strategic thinking, financial acumen, and communication skills.
• Commitment to high ethical standards and transparency.
• Ability to analyze complex operational issues and develop effective solutions.
• Adaptability 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.

Nice to have

• Advanced degree.
• Relevant professional certifications in finance, compliance, or operations management.

Skills & tools

• Operational Management
• Regulatory Compliance
• Risk Management
• Outsourcing Oversight
• Fraud Oversight
• Technology & Security Oversight
• Customer Experience Management
• Strategic Planning
• Stakeholder Engagement

Practical notes

This role is based in Ireland and requires approval by the Central Bank of Ireland as PCF-42 (COO). Applications are accepted on an ongoing basis unless a specific deadline is stated. You may redact age, date of birth, or educational attendance dates from your resume. Kraken considers qualified applicants with criminal histories.