KYC Operations Supervisor - SumUp

Team Description

Our team focuses on ensuring compliance and operational excellence in onboarding processes, working closely with internal stakeholders and external partners. We thrive on strategic thinking, data-driven decision-making, and fostering a collaborative environment. As part of a fast-paced and growing company, we continuously optimize processes while maintaining regulatory compliance and high operational standards.

What You’ll Do

• Support agents with inquiries regarding High-Risk case handling, ensuring alignment with best market practices and regulatory requirements
• Assist in developing regulatory KPIs to monitor operational quality and compliance
• Manage BPO operations by tracking performance KPIs, aligning processes, schedules, and operational strategies
• Design operational strategies for specific projects and campaigns based on metrics, logical reasoning, and scenario analysis
• Represent the onboarding team in SumUp meetings and presentations, ensuring structured and assertive communication with stakeholders
• Execute action plans and change management initiatives with direct management support
• Develop and guide team leaders, supporting both operational actions and people development while removing blockers
• Lead recruitment, retention, and termination processes with managerial support while creating development plans for the team
• Participate in strategic meetings and collaborate with other departments on specific projects when necessary
• Track, analyze, and enhance quality process KPIs, ensuring continuous improvement aligned with the department's strategy

You’ll Be Great for This Role If

• You have solid experience in KYC, Screening, Customer Onboarding, and Anti-Money Laundering (AML) practices.
• You have direct or indirect leadership experience in managing team leads.
• You can define strategic KPIs to track operational health and performance.
• You have a fast learning ability, communicate assertively, and apply continuous feedback while celebrating achievements at all levels.
• You are skilled in influencing and negotiating project timelines and priorities while fostering inclusion and diversity within the team.
• You work effectively in a team, managing time efficiently, promoting collaboration, and proactively improving operational processes.
• You have strong self-management and organizational skills, ensuring high-quality task execution while balancing multiple priorities.
• You have intermediate to advanced English proficiency for reading, tool usage, and meetings.
• You are proficient in PowerPoint/Google Presentation and Excel/Sheets for creating strategic and executive-level presentations.
• You have a basic understanding of SQL for data analysis.

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we're creating tools that help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate

Last updated: 18 hours ago