Account Manager, SMB
Papaya Global
Chief Operating Officer
Kroo Bank
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- Report directly to the Chief Executive Officer and serve as a member of the Executive Committee
- Develop, execute, and regularly review the bank’s operations strategy to align with business goals, governance standards, and UK regulatory requirements
- Lead customer and financial crime operations, including service delivery, complaints management, fraud prevention and detection, and lending arrears and collections
- Maintain accountability for outsourcing and third-party arrangements, ensuring compliance with PRA outsourcing and third-party risk management guidelines
- Oversee payment services operations to ensure reliable, efficient, and compliant delivery
- Ensure operational processes meet Consumer Duty requirements and deliver fair outcomes for customers
- Chair the Operations Committee and provide strong governance over day-to-day operational performance
- Oversee operational risk management, business continuity planning, and regulatory engagement
- Ensure clear accountability and timely reporting of operational risks to the CEO, Board, and Board Committees
- Drive operational efficiency, regulatory compliance, and safeguard customer outcomes across operations
Requirements
- Executive-level leadership experience in UK retail banking operations with strong understanding of UK regulatory frameworks including Consumer Duty, outsourcing rules, and payment services regulation
- Extensive experience managing customer service, payment operations, financial crime prevention, and outsourcing within a regulated financial services environment
- Strong knowledge of FCA and PRA requirements, including SMCR accountability, operational resilience, and customer complaints
- Proven experience engaging with UK regulators, including managing regulatory reviews and responses
- Demonstrated ability to build scalable operational frameworks that deliver growth, resilience, and customer-centric outcomes
- Strong leadership and stakeholder management skills with the ability to influence at Board and Executive Committee level
- Excellent analytical, problem-solving, and vendor management skills with a continuous improvement mindset
- A track record of building and leading high-performing teams and promoting a culture of accountability and operational excellence
- Successful candidate must meet PRA and FCA fitness and propriety requirements (integrity, competence, financial soundness)
