CDD KYC Knowledge & Training manager

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.

The Role

Adyen is moving fast, and our Merchant Operations (MOps) team is the engine ensuring we grow responsibly. We’ve recently centralized our Quality Assurance function into the MOps Excellence domain, transforming it from a standard checkpoint into a strategic partner that drives quality and efficiency across the globe. Role is based in EMEA.

As our operations continue to scale globally, there is a key opportunity to streamline knowledge, standard operating procedures, and quality benchmarks across teams — elevating our QA standards to better support operational excellence. This is a senior specialist role with a specialization in knowledge and training: you own the global QA benchmark, build the single source of truth behind it, get analysts to standard through onboarding and continuous training, and design smarter, scalable ways to assess whether work is done correctly. The standards, documentation, and training you build become the operating baseline for a ~400-person global risk and compliance organisation — this is a rare chance to shape how an entire function works

What You Will 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.

Who You Are

• 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 lifecycl