UK KYB Operations Lead: Onboarding & Escalations

Ramp Corp.; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

Job summary

Ramp is scaling its UK onboarding operations and hiring a KYB Operations Lead to run the UK onboarding operation day to day. You’ll manage UK operators, own the queue, and make the hard calls on complex cases as volume grows.

This hands-on leadership role requires 5+ years in KYB/onboarding, strong regulatory expertise, and a bias to fix processes. You’ll work with card‑issuing and payments partners to design repeatable playbooks and improve performance using AI tools.

Qualifications

• 5+ years in KYB / onboarding / financial-crime operations in a UK fintech, EMI, PI 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 escalate
• 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
• A bias to fix the process rather than just work the queue

Responsibilities

• Line‑manage UK operators: prioritisation, 1:1s, performance, and helping them grow as builders as well as reviewers
• Own overall queue management and resourcing for UK onboarding: what gets worked first, who works it, and how we keep cases moving through leave and spikes in volume
• Make the final first‑line (1LoD) call on complex cases: complex ownership structures, EDD, PEP and adverse‑media outcomes
• Own escalations with our card‑issuing and payments partners, including recurring failures, disputed or unnecessary requirements, and turning each fix into a repeatable playbook
• 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 requirements customers shouldn't have to meet twice and work with Product and Engineering to design them out
• Build consistent, evidenced 1LoD decision standards that hold up to partner sample reviews and second‑line scrutiny
• Act as hands‑on backup for UK safeguarding: daily reconciliations and investigating breaks when cover is needed

Skills

KYB onboarding

Regulatory knowledge

Leadership & people mgmt

Decision making under pressure

AI tooling experience

Job description

Ramp is scaling its UK onboarding operations and hiring a KYB Operations Lead to run the UK onboarding operation day to day. You’ll manage UK operators, own the queue, and make the hard calls on complex cases as volume grows.

This hands-on leadership role requires 5+ years in KYB/onboarding, strong regulatory expertise, and a bias to fix processes. You’ll work with card‑issuing and payments partners to design repeatable playbooks and improve performance using AI tools.