Head of KYC and Customer Service – Online Bank

Ayvens Bank, a separate reporting entity within the Ayvens group, is seeking a Head of KYC and Customer Service to lead its customer operations.

• Lead, mentor, and develop a team of 25 customer service employees, manage workforce planning, scheduling, and performance.
• Drive a positive team culture focused on service excellence, accountability, and continuous improvement.
• Organise regular training sessions on tools, customer interaction standards, and regulatory updates.
• Oversee daily operations across digital support channels (chat, email, voice, in‑app support).
• Implement and optimise workflows, SLAs, and KPIs to ensure fast, high‑quality resolution of customer queries.
• Monitor service delivery metrics and introduce operational improvements.
• Act as escalation point for complex or sensitive customer issues.
• 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, identity verification processes, enhanced due diligence, and suspicious activity escalation.
• Collaborate with Compliance, Risk, and ICT teams to implement updates to procedures and ensure audit readiness.
• Lead initiatives to improve customer journeys and reduce friction in digital banking processes.
• Work with IT teams to report bugs, propose improvements and contribute to design of customer‑centric solutions.
• Implement automation and self‑service tools where appropriate.
• Provide regular reporting to senior management on service performance, customer insights, risk trends, and compliance adherence.
• Represent the customer service function during audits, regulatory reviews, and board presentations.

• 7–10+ years of customer service leadership experience, preferably in online banking, fintech or financial services.
• Proven experience managing teams of 20+ staff in a KPI‑driven, fast‑paced environment.
• Strong background in KYC, AML, customer due diligence and regulatory compliance.
• Experience collaborating with compliance, risk, finance, and ICT teams.
• Excellent leadership and people‑development capabilities.
• Deep understanding of financial regulations, onboarding processes and digital customer identity verification.
• Strong problem‑solving and decision‑making abilities.
• Exceptional communication skills – capable of managing both internal stakeholders and external inquiries.
• Analytical mindset with strong reporting and data‑driven management skills.

• Bachelor’s degree in Business, Finance, Compliance or related field (Master’s preferred).
• Relevant certifications (e.g., ICA, ACAMS) are a strong plus.

• Fluency in Dutch and English.

• Comprehensive rewards and recognition.
• Competitive compensation and benefits.
• Professional growth opportunities and training.
• Work‑life balance support.
• Healthy, positive work atmosphere.