Team Lead - Sub Customer Onboarding

About the Position

Team Lead - Sub Customer Onboarding

Madrid

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Facebook, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Responsibilities

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.

• Lead the team 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.
• Evaluate performance through metrics, track team progress and success, and present results to Senior Leadership.
• Coach, mentor, and manage members of the team and give direct feedback.
• Manage capacity planning, including determining global coverage and weekend shifts with your peers.
• Work closely with compliance to improve quality assurance scores.
• Proactively manage escalations and ensure platform merchants have an excellent experience.
• Actively anticipate new product launches and their impact on operational flows, ensuring new requirements are implemented in a scalable way.

Requirements

• Strategic Regulatory Expert: Deep domain expertise in CDD/KYC, fraud, risk, or compliance. You interpret the regulatory landscape to drive proactive compliance strategies and operational excellence.
• People & Resource Manager: At least 2+ years of experience managing teams in high-volume Operations, Support, or Compliance environments. Proven success in capacity planning, managing global coverage, and optimizing shift structures.
• Strategic Ownership Leader: Demonstrate end-to-end ownership of the onboarding lifecycle. A strategist who proactively aligns product launches with regulatory requirements, ensuring that scalability never compromises compliance integrity.
• Continuous Improvement Driver: Obsessed with quality. Experience working closely with Compliance and Product teams to continuously improve QA scores and operational efficiency.
• Escalation Expert: Exceptional stakeholder management skills and the go-to leader for navigating complex merchant escalations and high-stakes problem-solving.
• Excellent Communicator: Communicate clearly in English, comfortably bridging the gap between technical requirements and non-technical stakeholders across the globe.

Our Diversity, Equity and Inclusion Commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What’s Next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

This role is based out of our Madrid office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.

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(Please note that we will only review applications written in English, this also applies to your resume)
Excellent English proficiency is required to work at Adyen. Do you have at least a B2 level or an equivalent of this in both spoken and written skills?

Demographic Survey - Spain

Disclaimer: We invite you to complete this optional survey to help us evaluate our diversity and inclusion efforts. The data collected will help us create a workplace where diversity and inclusion is celebrated by monitoring equal opportunities and improving the early stage of our recruitment process. Your individual answers will never be visible to any Adyen employees and answers to this survey will not affect your application in any way. By submitting your answers you hereby consent to Adyen using the data for the prescribed purpose. For more information about the processing of your data and request for deletion, please have a look at the Applicant Privacy Policy*.*

At Adyen, we are building an organization that supports people in their many unique life situations. Knowing this information will help us make our hiring process, benefits and professional development equitable and inclusive.