Head of Operations- Analytics

Klarna; Greater London; On-site; GBP 140,000 - 210,000; Full time

Job summary

Klarna UK seeks an Executive Director to shoulder executive accountability for Operations, Financial Crime, Fraud, Customer Service, Credit and Consumer Duty in London. You will sit on the KFSUK Board and guide governance, strategic direction and cross-domain alignment as the business scales.

You’ll oversee service agreements, regulatory compliance, and risk management while building strong relationships with stakeholders across Klarna to integrate operations with the wider business.

Qualifications

• 10+ years in senior operational leadership in UK payments or financial services.
• 8+ years overseeing service agreements and vendor management.
• 7+ years working in risk management within financial services context.
• Understanding FCA Consumer Credit regulations and Electronic Money Regulations for regulated e-money institutions.

Responsibilities

• Hold executive accountability for KFSUK's 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 strategic direction.
• Manage Intra-Group Service Agreements and external outsourcing agreements, holding providers to SLAs.
• Identify, manage, and report on operational risk across the operations function.

Skills

Executive leadership

Regulatory compliance

Vendor management

Board governance

Risk management

Stakeholder management

Job description

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 do

You'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 are

You'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 applying

This 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.