Overview

Kroo has a big vision: to be the first bank that is both trusted and loved by its customers. We are helping people take control of their financial future and achieve their goals while making a positive impact on the planet. At Kroo, doing what is right is in our DNA. We act with integrity, transparency, and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. Most importantly, we are on this journey together. How you''ll contribute: We are looking for an experienced and visionary Chief Operating Officer (COO) to join our executive team and play a critical role in shaping the future of Kroo. This is a Senior Management Function (SMF24) role under the Senior Managers and Certification Regime (SMCR), responsible for ensuring the safe and effective running of the bank''s operations. Reporting directly to the Chief Executive Officer (CEO), you will be accountable for driving operational efficiency, ensuring regulatory compliance, and safeguarding customer outcomes. The COO will lead key operational areas including payments, collections, financial crime operations, and customer support. As a member of the Executive Committee, you will bring extensive experience in UK retail banking operations and contribute to the strategic leadership of the bank. If you are a proven executive with strong regulatory knowledge and a passion for building scalable, resilient, and customer-centric operations, we would love to hear from you. The Kroo is growing, and we would be delighted to hear from you if you are interested in joining us on our journey.Responsibilities

Develop, execute, and regularly review the bank''s operations strategy to align with business goals, governance standards, and UK regulatory requirementsLead customer and financial crime operations, including service delivery, complaints management, fraud prevention and detection, and lending arrears and collectionsMaintain accountability for outsourcing and third-party arrangements, ensuring compliance with PRA outsourcing and third-party risk management guidelinesOversee payment services operations to ensure reliable, efficient, and compliant deliveryEnsure operational processes meet Consumer Duty requirements and deliver fair outcomes for customersChair the Operations Committee and provide strong governance over day-to-day operational performanceOversee operational risk management, business continuity planning, and regulatory engagementEnsure clear accountability and timely reporting of operational risks to the CEO, Board, and Board CommitteesQualifications and Experience

Executive-level leadership experience in UK retail banking operations with a strong understanding of UK regulatory frameworks including Consumer Duty, outsourcing rules, and payment services regulationExtensive experience managing customer service, payment operations, financial crime prevention, and outsourcing within a regulated financial services environmentStrong knowledge of FCA and PRA requirements, including SMCR accountability, operational resilience, and customer complaintsProven experience engaging with UK regulators, including managing regulatory reviews and responsesDemonstrated ability to build scalable operational frameworks that deliver growth, resilience, and customer-centric outcomesStrong leadership and stakeholder management skills with the ability to influence at Board and Executive Committee levelExcellent analytical, problem-solving, and vendor management skills with a continuous improvement mindsetA track record of building and leading high-performing teams and promoting a culture of accountability and operational excellenceOther important information

Regulatory Approval: This role is subject to approval by the Prudential Regulation Authority (PRA) and the Financial Conduct Authority (FCA) under the Senior Managers and Certification Regime (SMF24). The successful candidate must demonstrate that they meet the regulators'' fitness and propriety requirements, including integrity, competence, and financial soundness.Interviews: We aim to conduct all interviews via Google Meet where possible. The interview process may be flexible depending on circumstances, and there is no fixed order. The stages typically include interviews with the CFO and CRO, the Chief Product Officer and Lead Product Manager, the Head of Customer Service Operations and Head of Financial Crime Operations, and the CEO, with varying time allocations.Diversity and Inclusion: We uphold a commitment to fostering a diverse and inclusive workplace. All employees are valued and supported, with Diversity, Equality, and Inclusion guiding our actions. Reasonable adjustments are available to all candidates during recruitment.Work Arrangement and Benefits: This role is full-time, Monday to Friday, 9am to 5:30pm, with a mix of remote and office work. The London office is available for occasional use. Regular commuting expenses to the office will not be reimbursed.What we offer: Generous holiday time (25 days annual leave, 8 bank holidays, additional Kroo holiday, and a birthday midweek day off), 3 personal days, employer-sponsored volunteer program, mental health support, pension, equipment, modern office access, Cycle to Work and Electric Car schemes, enhanced parental leave, full healthcare for you and your immediate family, and growth opportunities in a fast-paced environment.Regulatory and Diversity

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Kroo Bank will not assume responsibility for fees incurred due to unsolicited resumes. Please submit applications directly through the advertised platform. Do not contact the company or its employees via email, LinkedIn, or other channels for inquiries. Any such attempts will not receive a response.

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