Chief Operating Officer (COO) - SMF24

What We’re All About at Kroo
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.

About You
Although not essetnail, the following experience is highly preferred for the ideal candidate for this position:

Here’s what you’ll be doing:

• 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

Here’s what we are looking for ideally:

• 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 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

About Our Process:
We aim to conduct all interviews via Google Meet wherever possible. We can be flexible with the structure of our interview process if someone’s circumstances or timescales require it. Please note that there is no fixed order to the interviews, as scheduling will depend on availability. However, candidates will go through the following stages:

• Interview with the Chief Financial Officer and Chief Risk Officer – 45 mins
• Interview with the Chief Product Officer and Lead Product Manager – 45 mins
• Interview with the Head of Customer Service Operations and Head of Financial Crime Operations – 45 mins
• Interview with the Chief Executive Officer – 30 mins

What we offer:
At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday
• Personal days: 3 personal days to use as needed
• Employer-sponsored volunteer program: Up to 4 hours per month of employer-sponsored volunteer time
• Mental health support: Access to Spill, our mental health support partner
• Workplace pension: 5% employee contribution and 3% employer top-up
• Top-notch equipment: A MacBook laptop and support for home office setup if required
• Modern office: Access to our Central London workspace
• Cycle to Work scheme and Electric Car scheme
• Enhanced parental leave policy
• Full healthcare for you and your immediate family via Vitality
• Room for growth in a fast-paced, high-growth start-up environment

Hybrid Working:
At Kroo Bank, we have a hybrid and flexible policy that gives both individuals and teams freedom in using the office space to boost productivity. Our London office is a fantastic resource when used effectively, and candidates who can occasionally attend the office are a good fit for how we work. This role is full-time, Monday to Friday, 9am to 5:30pm, with a mix of remote and office work. Regular commuting expenses to the designated office will not be reimbursed.

Diversity and Inclusion:
We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

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.

To all Recruitment Agencies:
At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes. To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. Please refrain from contacting the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.