The opportunity
Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.
What you'll do
Knowledge Management: maintaining a single source of truth: Build and maintain a trusted, up-to-date, searchable space where first-line teams reliably find current SOPs, procedures, and guidance. Lead the consolidation of fragmented documentation into one coherent structure.
SOP Governance & Change Communication: Run and initiate a clear governance process and communication cadence for SOP and procedure changes — versioned, approved, published, and actively communicated, so updates land with the teams rather than getting lost.
Training, Onboarding & L&D: Design a framework for delivery of onboarding and continuous training for analysts — covering core risk assessment,operational efficiency , and proactive customer communication— and identifying the gaps in the existing training frameworksPartner with QA and other MOps Excellence project managers, and Operational Academies to coach analysts, using gaps identified to target training and prevent recurring errors.
Guideline Creation & Transparency: Uplift and maintain clear QA guidelines so that quality benchmarks are transparent, easily accessible, and strictly aligned with our global compliance procedures.
Framework Development: Design and refine end-to-end QA frameworks that don’t just find errors, but actively facilitate the efficiency and accuracy of our operations — developing smart, scalable ways to assess whether work is done to standard.
Cross-Functional Collaboration: Partner closely with First line, Compliance, Project Managers (Excellence team), and Product to drive continuous improvement and foster a global culture of shared quality and accountability.
What they're looking for
- You bring 5+ years of experience in CDD/KYC compliance control oversight,: governance and/or QA roles — senior enough to set standards that others follow.
- You can translate complex risk concepts into practical guidance, teach: analysts how to think through cases rather than follow a checklist, and provide actionable feedback that strengthens their judgement and written assessments.
- You have hands-on experience or strong aptitude in knowledge management,: training/L&D, or building QA and SOP frameworks. You like turning messy, tribal knowledge into clean, usable systems.
- You have a deep-seated understanding of CDD frameworks and the regulatory: nuances governing merchant onboarding and the wider customer lifecycle.
