KYB Operations Lead, UK
ABOUT THE ROLE
Ramp is scaling fast in the UK. Our European operations team (Europs) gets UK and EU businesses onboarded across Ramp's own regulated entities and our card-issuing and payments partners. We're a small team that runs on frontier AI tooling: our operators build and maintain their own automations and apps, and have taken daily processes from hours to minutes. We're hiring a KYB Operations Lead to run the UK onboarding operation day to day. You'll manage our UK operators, own the queue, make the hard calls on complex cases and escalations, and keep improving how the operation works as volume grows. This is a hands-on leadership role: you'll be as comfortable in a difficult ownership structure as in a capacity plan.
WHAT YOU'LL DO
- Line-manage and develop the UK operators: prioritisation, 1:1s, performance, and helping them grow as builders as well as reviewers
- Own overall queue management and resourcing for UK onboarding: what gets worked first, who works it, and how we keep cases moving through leave and spikes in volume
- Make the final first-line (1LoD) call on complex cases: complex ownership structures, EDD, PEP and adverse-media outcomes, and cases that need a judgement rather than a checklist
- Own escalations with our card-issuing and payments partners, including recurring failures, disputed or unnecessary requirements, and turning each fix into a repeatable playbook
- Run customer-facing onboarding communications with quality: clear requests, fast follow-ups, no avoidable back-and-forth
- Define and report operational metrics (caseload by provider, time to close, handling time) and use them to improve the operation
- Find and remove friction: spot requirements customers shouldn't have to meet twice and work with Product and Engineering to design them out
- Build consistent, evidenced 1LoD decision standards that hold up to partner sample reviews and second-line scrutiny
- Act as hands-on backup for UK safeguarding: daily reconciliations and investigating breaks when cover is needed
WHAT YOU NEED
- 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-HAVES
- Line management of operators or analysts (strongly preferred)
- Experience working with card-issuing, BaaS or payments partners on onboarding (e.g. partner due-diligence requests, sample reviews)
- Safeguarding / client-money reconciliation experience
- Writing requirements for Product and Engineering teams
- EU onboarding experience or a second European language