Chief Operating Officer (COO) - SMF24

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 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

Qualifications and Experience

Other important information

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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