COO, Head of Operations (PCF-42), Payward Ireland Ltd

You will be responsible for overseeing the daily operations, ensuring operational efficiency, and managing the strategic implementation of Kraken’s European E-money Institution (EMI) goals. This role plays a critical role in ensuring compliance with the E-money and Payment Services Regulations, and works closely with other senior executives to achieve Kraken EMI’s objectives. The ideal candidate should have experience working in an EMI or Payments Services Regulations (PSRs) business, with a deep understanding of global business operating models and crypto exchanges.

Responsibilities

Oversee daily operations of the EMI; Develop and implement operational strategies; Identify process improvements; Oversee outsourcing to Kraken group service providers; Ensure compliance with EMI/PSR requirements and relevant regulatory frameworks; Establish and maintain robust internal controls; Collaborate with the regional compliance officer for audits and reporting; Identify, assess, and manage operational risks; Develop and implement risk mitigation strategies; Oversee crisis and incident management plans; Act as PIL's nominated senior executive accountable for outsourcing; Oversee performance management of outsourced service providers; Ensure outsourcing arrangements comply with CBI and DORA requirements; Act as primary point of contact for outsourcing-related regulatory queries; Report on outsourcing risk, concentration, and performance; Have overall responsibility for the Fraud function; Oversee outsourced Fraud Operations service; Ensure fraud controls align with RAS and requirements; Escalate material fraud incidents; Oversee technology infrastructure and security; Promote technological innovation; Ensure excellent, secure customer service; Gather and act on customer feedback; Oversee complaint resolution; Ensure compliance with Consumer Protection Code 2025; Support strategic initiatives; Set and monitor operational goals; Collaborate with senior executives and stakeholders; Serve as Executive Director with board-level responsibilities

Requirements

Eligible to work in Ireland, or be willing to relocate to Ireland; Extensive experience (15+ years) in operational leadership roles, preferably in the financial services or crypto-asset industry; Strong understanding of EMI, PSRs and wider European Regulatory Frameworks; Strong leadership, strategic thinking, financial acumen, and excellent communication skills; Commitment to high ethical standards and transparency; Ability to analyze complex operational issues and develop effective solutions; Flexibility to adapt to a rapidly changing regulatory and market environment; Dedication to providing a superior customer experience; Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field; Relevant professional certifications in finance, compliance, or operations management are desirable

Nice to have

Advanced degree preferred; Relevant professional certifications in finance, compliance, or operations management are desirable; Passion or knowledge about crypto