UK KYB Operations Lead: Onboarding & Escalations

Ramp; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Flexible PTO

Health and wellness stipend

Home-office equipment ordering

Intra-office travel budget

Weekly coffee stipend

Private medical insurance through Fre​

Job summary

Ramp is scaling its UK onboarding operations. We are hiring a KYB Operations Lead to run the UK onboarding operation day to day, line-manage UK operators, own the queue, and make hard calls on complex cases.

You will drive improvements as volume grows and ensure high‑quality, timely outcomes. You will lead hands-on operations, escalate with card-issuing and payments partners, and shape decision standards that withstand partner reviews.

Qualifications

• 5+ years in KYB / onboarding / financial-crime operations at a UK fintech, EMI 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 elevate.
• Clear written communication, both with customers and in documented case decisions.
• Demonstrated use of AI tools in day-to-day work to go faster or do better work, with concrete examples.
• Bias to fix the process rather than just work the queue.

Responsibilities

• Line-manage and develop the UK operators: prioritisation, 1:1s, performance, and helping them grow as builders and reviewers.
• Own overall queue management and resourcing for UK onboarding: what gets worked first, who works it, and how we keep cases moving during leave and spikes.
• Make the final 1LoD call on complex cases: ownership structures, EDD, PEP and adverse-media outcomes, and cases needing judgement.
• Own escalations with card-issuing and payments partners, including recurring failures, disputed requirements, and turning fixes into repeatable playbooks.
• 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 unnecessary requirements and work with Product/Engineering to design them out.
• Build consistent, evidenced 1LoD decision standards that hold up to partner reviews.
• Act as hands-on backup for UK safeguarding: daily reconciliations and investigating breaks.

Skills

KYB onboarding

Financial crime ops

UK regulatory framework

Strong judgement

AI tooling experience

Clear written comms

Job description

Ramp is scaling its UK onboarding operations. We are hiring a KYB Operations Lead to run the UK onboarding operation day to day, line-manage UK operators, own the queue, and make hard calls on complex cases.

You will drive improvements as volume grows and ensure high‑quality, timely outcomes. You will lead hands-on operations, escalate with card-issuing and payments partners, and shape decision standards that withstand partner reviews.