Team Lead - Sub Customer Onboarding

Adyen
Madrid
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 2+ yearsSkills: ["Strategic thinking","Leadership","Coaching","Stakeholder management","Communication"]

Lead the Sub Customer Onboarding team in Madrid, overseeing KYC/CDD checks for customer onboarding globally. Ensure compliance standards and SLA adherence while delivering an excellent customer experience. Own decision-making for the team, track performance via metrics, manage capacity planning and weekend coverage, and collaborate closely with commercial, compliance, and product partners to improve QA scores and operational efficiency, including handling escalations and rollout impacts.

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Adyen
Adyen
1 day ago

Team Lead - Sub Customer Onboarding

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Job Summary

Lead the Sub Customer Onboarding team in Madrid, overseeing KYC/CDD checks for customer onboarding globally. Ensure compliance standards and SLA adherence while delivering an excellent customer experience. Own decision-making for the team, track performance via metrics, manage capacity planning and weekend coverage, and collaborate closely with commercial, compliance, and product partners to improve QA scores and operational efficiency, including handling escalations and rollout impacts.
Location: Madrid
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead the team responsible for KYC/C DD processes during onboarding of new platforms to ensure efficiency and regulatory compliance.
  • •Set performance direction using metrics, track team progress and success, and present results to Senior Leadership while making key team decisions.
  • •Coach, mentor, and manage team members, providing direct feedback.
  • •Manage capacity planning including global coverage and weekend shifts with peers.
  • •Partner with Compliance to improve quality assurance scores, proactively manage escalations, and anticipate product launch impacts on operational flows.

Key Requirements

  • •Deep domain expertise in CDD/KYC, fraud, risk, or compliance, including interpreting the regulatory landscape for proactive compliance strategies.
  • •2+ years of experience managing teams in high-volume Operations, Support, or Compliance environments, including capacity planning and optimizing shift structures.
  • •End-to-end ownership mindset for the onboarding lifecycle, aligning product launches with regulatory requirements while maintaining scalable compliance integrity.
  • •Experience improving quality assurance scores and operational efficiency in partnership with Compliance and Product teams.
  • •Exceptional stakeholder management skills for navigating complex merchant escalations and high-stakes problem-solving.
Experience:2+ yearsKYCCDDComplianceOperationsSupport
Skills:Strategic thinkingLeadershipCoachingStakeholder managementCommunication
Languages:English

Company Brief

Adyen
Global payments company providing a unified platform for accepting payments, risk management, and financial services to merchants and enterprises across online, mobile, and in-store channels.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 2006
WebsiteLinkedIn