The opportunity
Ramp is scaling fast in the UK. Our European operations team (Europs) gets UK and EU businesses onboarded across Ramp's own regulated entities and our card-issuing and payments partners.
What you'll do
Line-manage and develop the 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, and cases that need a judgement rather than a checklist
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
What they're looking for
- 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
