Head of Operations- Analytics

PLP Group; Greater London; On-site; GBP 140,000 - 180,000; Full time

Job summary

Klarna Financial Services UK (KFSUK) seeks a Head of Operations to own six senior manager function areas: Operations, Financial Crime, Fraud, Customer Service, Credit and Consumer Duty. You will sit on the KFSUK Board as an Executive Director, guiding governance and strategy while ensuring SLAs with outsourcing partners are met.

You will lead risk management across operations, update policies, and foster strong relationships with stakeholders across Klarna to keep the business tightly integrated

Qualifications

• 10+ years in a senior operational leadership role in UK payments/financial services.
• 8+ years overseeing service agreements and vendor management.

Responsibilities

• Hold executive accountability for Operations, Financial Crime, Fraud, Customer Service, Credit, and Consumer Duty functions.
• Sit on the KFSUK Board as an Executive Director and contribute to governance and strategy.
• Oversee intra-group service agreements and external outsourcing with SLAs.
• Identify, manage and report operational risk across the function.
• Chair Consumer Duty Forum and align policies with regulatory requirements.

Skills

Senior leadership

UK payments

Vendor management

Regulatory compliance

Stakeholder management

Board communication

Education

MBA or relevant degree

Job description

Klarna, brieflyAt Klarna, we're building an everyday finance network, helping over 120 million consumers across 26 countries save time and money, and worry less about their finances. Working here means taking on problems most companies never get to solve, and being hands-on enough that the interesting part of the work lands with you, not someone else — you'll build with AI, not watch it happen.This is the stretch zone. Come find out what you're capable of.About the roleKlarna Financial Services UK (KFSUK), a subsidiary of Klarna, operates as a regulated entity under the FCA's Senior Managers and Certification Regime. As Head of Operations, you'll hold the SMF3 designation and sit on the KFSUK Board as an Executive Director — one of the individuals the FCA holds personally accountable for the areas you own.You'll own six senior manager function areas — Operations, Financial Crime, Fraud, Customer Service, Credit, and Consumer Duty — making the executive calls on issues escalated from function leads, and chairing KFSUK's Consumer Duty Forum. You'll also manage Intra-Group Service Agreements and external outsourcing agreements, holding both to their service level commitments.You'll report to the Head of KFSUK and to the KFSUK Board, and you'll work closely with domains across Klarna to keep KFSUK's operations integrated as the business scales.What you'll doYou'll hold executive accountability for KFSUK's Operations, Financial Crime, Fraud, Customer Service, Credit, and Consumer Duty functions, deciding on issues escalated from function leads.You'll sit on the KFSUK Board as an Executive Director, contributing to governance, strategic direction, and the company's long-term success.You'll manage Intra-Group Service Agreements and external outsourcing agreements, holding providers accountable to their service level agreements.You'll identify, manage, and report on operational risk across the operations function.You'll chair KFSUK's Consumer Duty Forum and represent Operations on other KFSUK committees as needed.You'll own, review, and update KFSUK's policies and routines to keep them aligned with regulatory requirements and strategic goals.You'll build and maintain relationships with stakeholders across Klarna to keep KFSUK's operations integrated with the wider business.Who you areYou've spent at least 10 years in a senior operational leadership position, with direct experience in UK payments or financial services.You've spent at least 8 years overseeing service agreements and vendor management.You've spent 7+ years working in risk management within a financial services context.You understand how the FCA's Consumer Credit regulations and the Electronic Money Regulations apply to a regulated e-money institution, and you can keep a firm ahead of regulatory change rather than just compliant with it.You've led diverse teams and communicated regulatory and compliance issues clearly to audiences ranging from function leads to board members.You're comfortable navigating boardroom dynamics prior board experience isn't required, but you'll be exercising board-level judgment from day one.Things you should know before applyingThis position is based in London, UK.As an SMF3 holder, you'll require FCA approval before starting and will operate under the ongoing conduct standards of the Senior Managers Regime.Working together: we value co-located teams; most teams currently meet in the office 2–3 days per week, and this varies by team and can change over time.Non-obvious backgrounds are welcome. Diversity of skills, perspectives and backgrounds is how we create, innovate, and disrupt like no other.Final compensation will be based on the candidate's qualifications, skills, and experience.Please include a CV in English. Concrete beats comprehensive — what you built, what it did, what it cost.Curious to learn more about Klarna and what it's like to work here? Explore our career site!