Team Lead - Sub Customer Onboarding (KYC/CDD)

About the role

Adyen, a financial technology platform offering payments, data and financial products, is looking for a Team Lead for Sub Customer Onboarding based in its Madrid office. The team performs KYC and CDD checks on customers worldwide, works closely with commercial, compliance and product teams, and aims to meet SLAs while delivering an excellent customer experience. The role is office-based.

Key responsibilities

• Lead the team responsible for the Know Your Customer (KYC) process during onboarding of new platforms, ensuring it is efficient and compliant with all regulations.
• Evaluate performance through metrics, track team progress and present results to Senior Leadership, taking ultimate responsibility for decisions on the team.
• Coach, mentor and manage team members, giving direct feedback.
• Manage capacity planning, including global coverage and weekend shifts with peers.
• Work with Compliance to improve quality assurance scores.
• Proactively manage escalations so platform merchants have an excellent experience.
• Anticipate new product launches and their impact on operational flows, implementing new requirements in a scalable way.

Required profile

• Deep domain expertise in CDD/KYC, fraud, risk or compliance, able to interpret the regulatory landscape and drive proactive compliance strategies.
• At least 2 years of experience managing teams in high-volume Operations, Support or Compliance environments, with proven success in capacity planning, global coverage and shift structures.
• End-to-end ownership of the onboarding lifecycle, aligning product launches with regulatory requirements.
• Experience improving QA scores and operational efficiency with Compliance and Product teams.
• Strong stakeholder management and escalation handling skills.
• Clear communication in English with technical and non-technical stakeholders worldwide.