Head of KYC and Customer Service – Online Bank

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At Ayvens Bank, we have an opening for a Head of KYC and Customer Service.

What are you going to do?

Ayvens Bank is a separate reporting entity within the Ayvens group and is responsible for attracting retail deposits in the Dutch and German consumer markets. There is a client base of over 300.000 customers with total assets of more than EUR 14 billion.

The purpose of the Customer Operations department within Ayvens Bank (AYB), is to be the primary point of contact for customers and prospects through multiple contact channels. Pro-actively optimizes processes and customer journeys and ensures customer satisfaction on the contact points with customers and prospects.

The Customer Operations department is also responsible for the first line of defense in detecting money laundering and financing of terrorism, through assessing the source of funds/wealth of customers and monitoring of transactions.

Customer Operations team consist of, 1 Team lead customer service, 8 Senior Customer Operations representatives, a First Line Compliance Analyst and 15 external (multilingual) customer service representatives via external agencies.

The Head of KYC and Customer Service is responsible for leading and developing the customer service department, ensuring an excellent customer experience while maintaining strict compliance with regulatory requirements. The role oversees a team of 25 professionals; a Team lead customer service, 8 Senior Customer Operations representatives, a First Line Compliance Analyst and 15 external (multilingual) customer service representatives via external agencies.

The head of the department must ensures smooth operational performance, customer satisfaction, and adherence to KYC/AML standards.

This position requires a leader with strong expertise in financial compliance, KYC processes, customer support operations, and the ability to thrive in a fast‑paced, fully digital environment.

You will report to Sander Frons and Florence Coenen (Directors of Ayvens Bank).Your responsibilities will include:

Leadership & Team Management Lead, mentor, and develop a team of 25 customer service employees.

Manage workforce planning, scheduling, and performance management.

Drive a positive team culture focused on service excellence, accountability, and continuous improvement.

Organize regular training sessions on tools knowledge, customer interaction standards, and regulatory updates.

Customer Service Operations Oversee daily operations across digital support channels (chat, email, voice, in‑app support).Implement and optimize workflows, SLAs, and KPIs to ensure fast, high‑quality resolution of customer queries.

Monitor service delivery metrics and introduce operational improvements where needed.

Act as an escalation point for complex or sensitive customer issues.

Compliance, KYC & Risk Management Responsible for first line compliance activities such as KYC, CDD and Transaction Monitoring.

Supervise the team's compliance analysts to ensure alignment with KYC, AML, FATCA/CRS and consumer protection requirements.

Ensure data quality in the client base.

Oversee identity verification processes, enhanced due diligence, and suspicious activity escalation.

Observe and internally reports compliance and fraud issues.

Ensure that all customer interactions meet regulatory obligations.

Collaborate closely with the Compliance and Risk departments to implement updates to procedures and ensure audit readiness.

Process Optimization & Digital Innovation Lead initiatives to enhance customer journeys and reduce friction within digital banking processes.

Work with IT teams to report bugs, propose improvements, and contribute to the design of customer‑centric solutions.

Implement automation and self‑service tools where appropriate.

Reporting & Stakeholder Communication Provide regular reporting to senior management on service performance, customer insights, risk trends, and compliance adherence.

Participate in strategic planning to align customer service with the bank’s overall business…