Team Lead, Customer Onboarding

Company Description

We're – you might not know our name, but companies like eBay, ASOS, Klarna, Uber Eats, and Sony do. That moment when you check out online? We make it happen.

is where the world checks out. Our global network powers billions of transactions every year, making money move without making a fuss. We spent years perfecting a service most people will never notice. Because when digital payments just work, businesses grow, customers stay, and no one stops to think about why.

With 19 offices spanning six continents, we feel at home everywhere – but London is our HQ. Wherever our people work their magic, they're fast-moving, performance-obsessed, and driven by being better every day. Ideal. Because a role here isn't just another job; it's a career-defining opportunity to build the future of fintech.

Job Description

The Team Leader, Customer Onboarding & Due Diligence will lead a high-performing team focused on the efficient, compliant, and scalable onboarding of merchants onto the Platforms product serving the US market.

As the founding member of this function in Mexico City, you will be instrumental in building the local team from the ground up—hiring top talent, localizing global procedures, and establishing a culture of excellence. You are a subject matter expert in CDD/EDD principles with a proven track record of managing high-volume operational workflows and fostering professional development. You will be accountable for the team's compliance integrity and operational output, ensuring seamless alignment with both Mexican regulatory requirements and internal global policies.

What Are We Looking For:

Team Foundational Growth

• Hub Establishment: Lead the recruitment and training of the inaugural Platforms Onboarding team in Mexico City, ensuring a high standard of analytical talent.

• Process Localization: Adapt global onboarding frameworks to the target market, ensuring that procedures are robust, documented, and scalable.

• Cultural Leadership: Act as a brand ambassador for 's operating principles (Talk Straight, One Team, Fundamentally Positive), establishing a high-trust, high-performance culture from day one.

Team Management & Excellence

• Performance Engineering: Define and monitor clear KPIs (qualitative and quantitative) to ensure the team meets onboarding targets and Service Level Agreements (SLAs).

• Workload Orchestration: Manage complex team queues, ensuring optimal resource allocation and agility in a fast-paced environment.

• Mentorship & Growth: Drive the upskilling of specialists through regular coaching, feedback loops, and structured professional development plans.

• Reporting: Provide senior leadership with actionable insights and data-driven reports on team productivity, bottlenecks, and compliance health.

Customer Onboarding & Risk Mitigation

• Lifecycle Oversight: Manage the end-to-end onboarding journey for sub-entities, ensuring a frictionless customer experience without compromising on risk standards.

• Advanced Due Diligence: Ensure rigorous application of CDD/EDD protocols and oversee screening via tools like LexisNexis, Onfido, and Firco.

• Complex Escalations: Act as the primary escalation point for high-risk or complex cases, providing balanced, risk-based recommendations to stakeholders.

• Risk Assessment: Proactively identify and mitigate AML, reputational, and financial risks associated with the merchant portfolio.

 Compliance & Stakeholder Collaboration

• Regulatory Alignment: Maintain absolute adherence to BSA/AML, KYC/KYB, and OFAC regulations.

• Cross-functional Partnership: Collaborate with Legal, Risk, Product, and Commercial teams to align onboarding workflows with new product launches and market expansions.

• Continuous Improvement: Contribute to the evolution of onboarding policies and internal systems to increase automation and accuracy.

Qualifications:

• Experience: 8+ years in Onboarding, Compliance, or Risk Management within Fintech or Financial Services, with at least 3-4 years in a direct people management role.

• Subject Matter Expertise: Deep technical knowledge of CDD, EDD, and KYB/KYC principles.

• Tech-Savvy: Expert-level proficiency with screening tools (e.g., Onfido, LexisNexis) and the ability to leverage data to drive decision-making.

• Operational Rigor: Proven ability to manage high-volume workloads and lead teams through periods of rapid change or "hyper-growth."

• Communication: Fluency in English is required, with the ability to explain complex risk findings to non-technical stakeholders.

• Regulatory Knowledge: Strong familiarity with US financial regulations and international standards (FATF, BSA/AML).

Bring all of you to work 

We create the conditions for high performers to thrive – through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you'll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It's a place where ambition gets met with opportunity – and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you're ready to grow and make a difference, you'll be right at home here.

It's important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.
 

Life at

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it's like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

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