Description
As a Sub Customer Onboarding Team Lead, based in Madrid, you will lead a team that is in charge of performing KYC & CDD checks on our customer base from across the globe.
You will guide the team to ensure we are adhering to our compliance standards, meeting our SLA's while providing an excellent customer experience.
Our teams work closely with our commercial, compliance and product teams while collaborating with some of the world's biggest companies in order to ensure compliance with rules and regulations.
You will become a part of our growth in improving customer onboarding experience as well as scaling Adyen to the next level.
Your team is extremely customer-focused, highly motivated, and thrives on shared success.
You will be part of a global team with diverse backgrounds and skill sets.
Responsibilities:
- You will lead the team that is responsible for the Know Your Customer (KYC) process during the onboarding of new platforms to ensure it is done efficiently and complying with all regulations.
- You will evaluate performance through metrics, track team progress and success, and present results to Senior Leadership while being ultimately responsible for all decision-making regarding your team.
- You will coach, mentor, and manage members of the team and give direct feedback.
- You will manage capacity planning, including determining global coverage and weekend shifts with your peers.
- You will work closely with compliance to improve quality assurance scores.
- You will proactively manage escalations and ensure platform merchants have an excellent experience.
- You will actively anticipate new product launches and their impact on operational flows, ensuring new requirements are implemented in a scalable way.
Who you are:
- Strategic Regulatory Expert: You possess deep domain expertise in CDD/KYC, fraud, risk or compliance.
- People & Resource Manager: You are a people leader with at least 2+ years of experience managing teams in high-volume Operations, Support, or Compliance environments.
- Strategic Ownership Leader: You demonstrate end-to-end ownership of the onboarding lifecycle.
- Continuous Improvement Driver: You are obsessed with quality.
- Escalation Expert: You possess exceptional stakeholder management skills.
- Excellent Communicator: You communicate clearly in English.