Description
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 are looking for a KYB Operations Lead to run the UK onboarding operation day-to-day. You will manage our UK operators, own the queue, make hard calls on complex cases and escalations, and keep improving how the operation works as volume grows.
Responsibilities:
- 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
Requirements:
- 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
Benefits:
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- Additional benefits vary by location