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Adyen is a global financial technology platform providing payments, data, and financial products to major enterprises like Facebook, Uber, H&M, and Microsoft.
As Team Lead for Sub Customer Onboarding based in Madrid, you will lead a team responsible for Know Your Customer (KYC) and Customer Due Diligence (CDD) checks on Adyen's global customer base. Your core responsibilities include:
• Lead and manage a team performing KYC/CDD compliance checks during platform onboarding, ensuring adherence to regulatory standards and SLA targets while maintaining excellent customer experience.
• Coach, mentor, and manage team members with direct feedback and performance evaluation through metrics. Track progress and present results to senior leadership while owning all team decision-making.
• Manage capacity planning globally, including determining coverage models and weekend shift structures in collaboration with peers.
• Work closely with compliance teams to improve quality assurance scores and operational efficiency.
• Proactively manage merchant escalations and ensure platform partners receive excellent support throughout the onboarding process.
• Anticipate new product launches and their operational impact, ensuring new requirements are implemented in a scalable, compliant manner.
• Collaborate with commercial, compliance, and product teams to scale Adyen's customer onboarding experience.
You bring 2+ years of team management experience in high-volume operations, support, or compliance environments. You possess deep domain expertise in KYC/CDD, fraud, risk, or compliance—interpreting the regulatory landscape to drive proactive compliance strategies. You demonstrate end-to-end ownership of the onboarding lifecycle, are obsessed with quality improvement, excel at stakeholder management, and communicate clearly in English across global teams.
