Chief Operating Officer - Head of Operations (PCF-42)

Company Overview

Payward, the parent organization behind globally recognized brands such as Kraken, NinjaTrader, Breakout, xStocks, Payward Services, and CF Benchmarks, has established one of the most advanced and widely accessible financial infrastructure platforms over the past 15 years. Our mission is to promote an open and global financial ecosystem.

Kraken, founded in 2011 as part of Payward, remains one of the longest-operating cryptocurrency platforms worldwide, serving more than 10 million retail and institutional clients. The platform offers a range of services including spot trading, margin trading, futures, staking, and over-the-counter (OTC) products.

Role Summary

The Chief Operating Officer (COO) will oversee daily operations of Kraken’s European E-money Institution (EMI), ensuring operational efficiency and effective execution of strategic goals. The role is key to maintaining compliance with EMI and Payment Service Regulations (PSRs) and requires working closely with senior management to align operations with company objectives. This position is based in Ireland and subject to Central Bank of Ireland approval as PCF-42.

Key Responsibilities

• Govern daily EMI operations to maintain streamlined and effective processes.
• Design and implement scalable operational strategies supporting Kraken’s EMI growth.
• Drive process improvements targeting increased efficiency and operational effectiveness.
• Manage outsourcing agreements with Kraken group service providers.
• Ensure compliance with EMI/PSRs and other regulatory requirements through robust internal controls.
• Collaborate with compliance teams to prepare for regulatory audits and ensure precise reporting.
• Identify, evaluate, and manage operational risks while developing mitigation strategies to guarantee business continuity.
• Lead crisis and incident management preparations and procedures.
• Serve as Payward Ireland Limited's nominated senior executive responsible for outsourcing oversight, including monitoring Payward Inc. (PINC) as a critical third-party service provider per guidelines from the Central Bank of Ireland (CBI) and DORA ICT risk frameworks.
• Monitor outsourced service providers’ performance against defined service levels and risk factors, and fulfill regulatory reporting obligations related to outsourcing risk and performance.
• Manage the overall fraud prevention, detection, and case management functions within Payward Ireland Limited, including overseeing outsourced Fraud Operations by PINC.
• Ensure alignment of fraud risk appetite, controls, and management information with the company’s Risk Appetite Statement and regulatory standards.
• Escalate significant fraud incidents, trends, and control deficiencies to executive leadership and governance committees promptly.
• Oversee the operation of Kraken EMI’s technology infrastructure to meet regulatory and operational demands, promoting security and innovation.
• Work collaboratively with technology leaders to protect data integrity and system security.
• Enhance customer service by ensuring secure, responsive, and compliant service delivery and by implementing customer feedback mechanisms.
• Ensure compliance with the Consumer Protection Code 2025 through effective operational processes.
• Assist the General Manager, E-money and Payments Operations, in formulating and implementing EMI strategic initiatives, aligning operational goals accordingly.
• Engage effectively with senior executives and external stakeholders to support unified operational objectives.
• As Executive Director (PCF-1), represent the business on the board, contribute to strategy formulation and execution, possess comprehensive knowledge of operations and risks, and bring relevant expertise in accounting, auditing, and risk management.

Candidate Profile

• Eligible to work in Ireland or willing to relocate.
• Minimum 15 years of senior leadership experience in operations, preferably within financial services or the cryptocurrency sector.
• In-depth understanding of EMI, PSRs, and European regulatory frameworks.
• Strong leadership, strategic thinking abilities, financial insight, and excellent communication skills.
• Commitment to ethical conduct and transparency.
• Capable of resolving complex operational challenges adeptly.
• Flexible and adaptive to fast-evolving regulatory and market conditions.
• Focused on delivering exceptional customer experience.
• Academic qualifications include a Bachelor’s degree in Business Administration, Finance, Operations Management, or related fields; advanced degrees and professional certifications in finance, compliance, or operations management are advantageous.

Additional Information

Applications are accepted on an ongoing basis unless otherwise indicated. Applicants may remove identifiable personal information such as age or dates related to education from their resumes. Payward provides equal opportunity employment without discrimination based on protected characteristics and complies with fair chance hiring practices. Candidates may be required to undergo job-related assessments as part of the recruitment process, which evaluate relevant competencies and complement interview evaluations.

We value diversity and inclusivity and encourage passionate candidates with a strong interest in crypto to apply even if all criteria are not fully met.