Customer First Senior Operations Manager, EMEA

This is Adyen 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.  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. Team Lead, CDD Are you a proactive and collaborative leader ready to make an impact? Join our fast-growing CDD Onboarding team in Bangalore as a Team Lead, where you'll guide a motivated team and help shape our regional growth. In this role, you’ll oversee the onboarding of new and existing merchants, assessing them across AML, fraud, reputational, and regulatory risks. You'll collaborate closely with Sales, Account Management, Compliance, Risk, and Product to ensure we maintain a compliant, high-quality portfolio. As part of a global CDD team, you’ll drive operational improvements, lead process optimization and automation, and foster a culture of speed, quality, and customer focus. What you will do * Lead a team responsible for the onboarding and risk assessments of new and existing clients; ensuring compliance and handling escalations / frictions efficiently and effectively * Risk assessments towards onboarding of clients - both new and existing clients who wish to expand with Adyen in accordance with regulations and internal KYC procedures; * Lead and drive process improvements, provide insights and guidance towards these initiatives * Evaluate existing procedures and processes developed internally, challenging the efficacy of the processes to optimize end-to-end our merchant’s onboarding processes; * Provide advice and assistance to Commercial and product teams, with the end goal of increasing customer satisfaction and improving our automation rates respectively; * Ensuring continuous team growth and competence improvements.  Who you are * You are a seasoned people leader with 10+ years of proven experience in the risk, operations or compliance industry * You have a firm grasp and understanding of AML, KYC, PCI, Scheme rules and internal controls * You are extremely detail oriented, organized and have the ability to multitask effectively * You are people oriented and know your way around growing individual contributors ranging from juniors to seniors * You are able to work independently, while at the same time being a strong collaborator, working and connecting with colleagues and developing ideas to improve effective teamwork / client onboarding * You take initiative, ownership and are committed to challenging the status quo in a critical, professional and effective manner; * You are a self-starter who enjoys a fast-paced environment and is able to execute ideas / initiatives effectively; * You have strong analytical and stakeholder management skills while believing that efficiency is key to operational excellence;  * You are a data-driven person who works well and understands with ease, making use of data to drive changes and decision making; * You are someone with great foresight who thinks strategically when executing initiatives and conducting your planning * You have excellent written and verbal communication. English fluency required – other Asian languages (Japanese, Mandarin) at a business level competency are a strong plus, but not mandatory 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 Bengaluru office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM As a leading player in the internet economy, Stripe has a responsibility to protect itself, our users, end customers, and the broader financial ecosystem from harm. Fraud Operations proactively reduces fraud, making it difficult and unprofitable for fraudsters to carry out attacks through Stripe. We build scalable, high-judgement investigation and review operations while minimizing user friction. We work across products, customer segments, and markets and serve as a core pillar of Stripe’s risk strategy. WHAT YOU’LL DO Stripe is hiring a Team Lead to develop a team of Operations Associates (OAs) within Fraud Operations in Bangalore. You will be responsible for the day-to-day operational execution and performance of your workflow(s), including queue health, SLA attainment, and decision quality. This role requires staying close to the work, remaining hands-on in complex casework (QA and targeted production), modeling high-quality decisioning, providing real-time coaching, and serving as the first-line escalation owner. You will also drive unit-level operational excellence. To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, and a passion for inspiring a team to deliver outstanding results. RESPONSIBILITIES * Manage a team of Operations Associates; set clear expectations, coach performance, and build a high-judgement culture rooted in strong decisioning and customer empathy. * Own individual performance metrics of Operations Associates and ensure the team consistently meets throughput, SLA, and quality targets. * Perform specific unit-level execution, including: defining, clarifying, and evolving core processes, leading team meetings, and performing root cause analyses for defects. * Support team operations including hiring, onboarding, scheduling, and intra-day coverage planning to meet SLAs; provide interview feedback and help maintain a high hiring bar. * Maintain hands-on casework at a level that enables effective coaching and escalation coverage, without compromising core people-lead responsibilities and team performance management. * Own and evolve SOPs and decision frameworks for your workflow(s); drive process adherence and consistency through clear guidance, change management, and reinforcement mechanisms. * Represent your workflow(s) in cross-team forums, surface operational pain points, propose improvements, support rollouts, and drive adoption within your team. * Serve as the primary escalation point for complex or time-sensitive cases within your unit, in partnership with global fraud stakeholders * Drive process adherence and consistency across your team through robust quality programs and calibration. * Participate in leader development and represent Bangalore workflows in global enablement sessions/onsites as needed. WHO YOU ARE You are a hands-on people leader and operational owner who thrives in a fast-paced fraud investigation environment. You run a strong performance cadence through clear metrics, coaching, and rigorous decision quality. You can take ambiguous operational problems, use data to diagnose root causes, and drive changes that stick, through influence, alignment, and follow-through, not just instruction. You bring sound judgment, calm execution under pressure, and a bias toward data-backed solutions and measurable improvements in both fraud outcomes and user experience. MINIMUM REQUIREMENTS * Experience leading fraud, risk, trust & safety, or investigations operations in a high-scale environment. * Proven ability to manage a team of frontline operations associates and own their individual performance/productivity. * Experience with payments, risk, compliance, or financial industry operations. * Proven ability to define and operationalize team-level metrics (e.g., accuracy/quality, SLAs, throughput) and use data to drive team priorities. * Strong operational background in new process launches, service delivery, and building operating models at the unit/team level. * Excellent written and verbal communication skills, including presenting operational updates and representing the team in escalations in English. * Skill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by example. * At least 3+ years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals. PREFERRED QUALIFICATIONS * Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks * Experience in optimizing unit-level fraud review operations through process redesign and tooling improvements. * Experience with payments risk (CNP/card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact. * Strong analytics proficiency (comfort with data to track team performance) and comfort partnering with data science/engineering.