Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft.
Responsibilities
Lead and develop a team responsible for onboarding and conducting risk assessments of new and existing merchants, ensuring compliance and handling escalations efficiently.
Set clear expectations, monitor KPIs, SLAs and quality to ensure timely, high-quality delivery across the onboarding lifecycle.
Manage individual and team performance through 1:1s, coaching, and performance reviews, supporting continuous development and accountability.
Drive a performance culture focused on quality and customer experience while balancing regulatory and commercial needs.
Identify skill gaps and create structured development plans to support growth and team scalability.
Lead process improvement initiatives, and collaborate closely with Compliance, Product, Sales, and Account Management to improve our ways of working.
Use data to inform decisions, prioritize initiatives, and measure impact on efficiency, risk quality, and customer experience.
Collaborate with regional and global teams to share best practices and drive alignment while respecting regional nuances.
Foster a motivated, engaged, and safe team environment, encouraging ownership, accountability, and continuous improvement.
Requirements
5+ years of direct people management experience in CDD, KYC, or EDD operations or equivalent Second Line Risk or Compliance role within a FinTech, Payment Service provider, or Financial Institution.
Solid working knowledge of AML, CDD, EDD, KYC, PCI, Card Scheme rules, and internal controls framework.
Highly organized and detail-oriented, with demonstrated ability to manage and prioritize multiple operational tracks.
Passionate about talent development, with experience coaching and growing team members across junior to senior levels.
Hands-on leader ready to review complex risk cases directly and serve as a technical Subject Matter Expert (SME).
Strong cross-functional collaborator capable of partnering across teams to streamline merchant onboarding processes.
Proactive ownership mindset with a track record of challenging the status quo to drive continuous process improvements.
Self-starter who thrives in fast-paced environments and reliably executes key operational initiatives.
Strong analytical and stakeholder management skills, utilizing operational data to guide decision-making and operational strategy.
You cultivate a culture of operational excellence.
You have excellent written and verbal communication skills. English fluency is required - other Asian languages such as Japanese or Mandarin at business level competency are a strong plus, but not mandatory.
Conditions
This role is based out of our Singapore office.
We are an office-first company and value in-person collaboration; we do not offer remote-only roles.