Head of Customer Due Diligence (CDD)

Join Mollie as a Leader in Onboarding Risk Operations

Your Opportunity

Mollie is seeking an experienced and passionate people leader to join our Onboarding Domain and lead our Onboarding Risk Operations teams in Maastricht. In this role, you will lead a team of team leaders to develop, guide, and inspire our Onboarding Risk Operations teams.

As part of the leadership team for the Onboarding Domain, the Head of Risk Operations - Onboarding will be responsible for defining the vision, direction, high-level priorities, and goals for Onboarding Risk Operations in collaboration with cross-functional stakeholders. You will drive performance in the Onboarding Risk Operations teams and ensure the team is hitting their targets relating to service levels, productivity, and quality.

As a senior leader at our Maastricht location, you will help ensure all our Mollies live the Mollie Values: Be loved, Be bold, Be authentic.

This role is for someone who is a strong people leader, obsesses about operational excellence, uses pragmatism and data for clear decision-making, and cares deeply about the customer journey from end-to-end. It is also a great opportunity to be part of an exciting European fintech that is currently scaling.

What you’ll be doing

• Lead your people! Being a real people leader is your main task: coaching, advising, collaborating, and building together. Fostering an open and psychologically safe space for everyone.

• Execute on operational strategy development cross-functionally in partnership with Go To Market, Compliance, and Product teams.

• Lead the development and ongoing improvement of Customer Due Diligence (CDD) processes, systems, and controls throughout the customer lifecycle.

• Ensure all CDD processes are executed with quality and precision and adhere to both internal SLAs and Compliance requirements.

• Assist with coordination of regulatory audits, financial partner audits, or internal assessments.

• Partner with Compliance, Risk, Product, Go to Market, and other key functions to improve our CDD processes and systems to enhance the customer experience and manage risk.

• Identify opportunities for operational efficiency improvements and deliver initiatives and projects to improve the scalability and effectiveness of Mollie’s CDD processes.

• Prepare and participate in regular business reviews and performance metrics meetings.

• Lead change management activities across the function to implement new products, regulatory requirements, market expansions, etc.

What You’ll Bring

• Leadership Experience: A strong people leader with 5+ years of experience in people management and a proven track record of developing, inspiring, and scaling high-performing teams.

• Industry Knowledge: Extensive knowledge of the financial services industry, including regulatory requirements, with good experience in CDD/KYC processes.

• Operational Expertise: Strong understanding of and experience in operational environments, with the ability to scale operations effectively while maintaining focus on quality and efficiency.

• Results-Driven: Demonstrated ability to drive for results by understanding and articulating the impact of key metrics on team and department performance.

• Change Management: Proven ability to lead through change management initiatives while maintaining and enhancing teammate engagement.

• Data-Driven Decision-Making: Experience using data to propose creative and effective solutions to both tactical and strategic challenges.

• Talent Development: Exceptional leadership skills with a strong focus on growing, nurturing, and motivating young talent. A good understanding of how learning and development can be leveraged to foster team growth.

• Customer-Centric Mindset: A strong commitment to prioritizing and enhancing the overall customer experience.

• Location Commitment: Willingness to be based in the Maastricht office with flexibility to visit the Amsterdam office regularly.

Benefits

• Noise cancelling headphones
• MacBook
• Birthday off
• Complimentary baby days
• 20 days working from abroad
• 25 holiday days
• Commute reimbursement
• Work from home budget
• Bike lease plan
• Internet allowance
• In-office lunch
• Wellbeing program
• Pension contribution
• Health insurance
• Bonus scheme
• Equity plans
• Referral bonus
• Learning platform
• Mentor program