(KYC) Service Center Operations Manager

Job description

Every day, our KYC (Know Your Client) Operations team is dedicated to protecting our partners against fraud and identity theft. An important task, that the operations team takes very seriously. Our team is growing on monthly basis and therefore we would like to support the team with a suburb manager.


In addition to managing the day-to-day responsibilities, you will be expected to instigate and oversee process improvement initiatives to ensure requirements are fulfilled in the most efficient manner possible whilst also maintaining high standards and contributing to a high level of client satisfaction.

You will manage and guide all members of our international KYC Operations team on a daily basis, the team consist out of approximately 100 (part-time and fulltime) employees. As a strong people manager you are able to lead and develop the KYC Operations team through a period of considerable change. By providing them with structured feedback loops, coaching, and guidance in performance, you make sure that together with your team, you provide an excellent customer service.

What it comes down to;

  • Providing leadership and guidance to and effective management of the KYC Operations team.

  • Assist in development and training of all team members to ensure maximum understanding of all applicable regulations.

  • Establish relationships within key stakeholders across the business and be the contact point for all change initiatives impacting the KYC Operations team.

  • Prepare regular status reports to track and measure performance against operational risk controls, volumes, service level agreements and industry standards.

  • Develop, maintain and ensure compliance with operations policies and procedures.

  • Work with the business to develop standards and procedures and ensure changes are promptly documented and communicated to teams.

  • Manage, coach, and plan development of staff to ensure high performance.

  • Create a team spirit that makes the KYC Operations team a great place to work

  • Willing to work in shifts



We are looking for our ultimate people person to manage our ongoing growing team. This, in combination with your commercial mindset, makes you the ideal person to get our KYC Operations team to the high and professional level that our customers deserve.

  • You have at least 5+ years of work experience, with 1 year in a comparable function, preferably within a fast-changing and constantly growing organization.

  • Knowledge and understanding of using IT tools in the financial services industry.

  • Significant understanding and experience in analytical software.

  • Knowledge about financial banking products, in particular CDD, Lending, Deposits or Cards is a pre.

  • You have an empathic but realistic mindset. People are naturally drawn to you and you know exactly how to manage different personalities from different cultures within your team, to make sure they get the best out of themselves.

  • Your communication skills are excellent, making you an ideal stakeholder to the rest of the company.


  • High degree of collaboration and autonomy

  • A crucial role in a highly motivated, international and talented team

  • Flat structures and open communication

  • Newly designed office along the Amsterdam canals

  • A stack of the most modern technologies


Safened is a fast-growing tech-driven startup company, driven by a vision to turn financial risk and regulatory challenges into simple and secure solutions. Simple as we reduce complexity and offer easy to integrate solutions to financial institutions and platform businesses. Secure by enabling companies and individuals by using the world's most stable asset classes while protecting our partners against fraud, risk and identity theft. Technology empowers everything we do. Our core products focus on deposit and customer onboarding solutions, serviced via our proprietary technology platform.

We offer deposit solutions through wealth managers and broker-dealers to cash-rich clients. Onboarding services for the verification of companies and individuals, through direct channels and our platform partners (e.g., travel companies, online marketplaces, etc.

Safened offers its products globally, and we service our customers from 4 offices in London, New York Amsterdam and Barcelona. As a Payments Institution, Safened is regulated by the Financial Conduct Authority. Our internal culture is characterized by our flat structure and direct communication with the emphasis on results and collaboration.