Director of Compliance Operations Job at Payhawk (Sofia)

Job Description

To support our next phase of growth, we're looking for a Director of Compliance Operations to lead and scale our KYC and Monitoring teams. This role brings together strong operational leadership and rigorous compliance: your mandate is to run these teams as a high-performing operation, measurable, efficient, and relentlessly optimized, while upholding the highest standards of compliance and keeping our customers' experience at the center of every decision. You'll own the performance of onboarding and ODD (KYB for corporate customers) and transaction and card monitoring end to end. That means building the metrics, designing the processes, forecasting the capacity, and driving a talented team to hit ambitious targets, all while reducing manual effort through automation and AI. You'll be the person who turns compliance operations from a cost center into a competitive advantage: faster onboarding, smarter monitoring, lower cost-per-case, and a better experience for the customer.

Job Responsibility

Lead, scale, and develop the KYC and Monitoring teams, driving them to clear, measurable targets and a culture of ownership and accountability
Define, build, and own the operational metrics that matter: KPIs, SLAs, quality scores, and productivity benchmarks and use them to manage performance day to day
Build and maintain FTE forecasting and capacity models, ensuring the team is right-sized for volume growth across markets and product lines
Relentlessly optimize and re-engineer processes for speed, quality, and cost, removing manual steps and bottlenecks wherever they exist
Champion automation and the application of AI across onboarding and monitoring workflows, partnering with Product and Engineering to ship tooling that scales the operation without scaling headcount linearly
Own the selection, performance, and cost of third-party vendors and tooling (screening, identity verification, monitoring, and case management), holding them accountable to clear service and quality standards
Put customer needs first in every process decision, reducing friction in KYB onboarding and minimizing false positives in monitoring without compromising control
Own the operational delivery of KYB for corporate customers and ongoing transaction and card monitoring, including alert handling, escalation paths, and SLA management
Build operations that scale cleanly across multiple entities and jurisdictions, adapting processes to different regulatory regimes while maintaining consistent quality and control
Ensure the operation is always audit- and regulator-ready, able to stand behind its quality, controls, and documentation in front of auditors, partner banks, and regulators
Partner cross-functionally with Compliance/MLRO, Risk, Product, Engineering, and Customer-facing teams to align operational delivery with regulatory obligations and business goals
Report on operational performance to senior leadership, surfacing risks, trends, and the business case for investment

Requirements

Proven experience leading and scaling operational teams in a high-growth, fast-paced environment, with a strong track record of driving teams to target
Deep fluency in operational management, building KPIs and SLAs, capacity/FTE forecasting, and managing performance through data
A relentless focus on process optimization and automation
you instinctively look for what can be removed, streamlined, or automated
Technically minded, with a strong understanding of how AI and automation can transform operational workflows and the ability to partner credibly with Product and Engineering
Comfortable being hands-on with data, querying, building dashboards, and digging into the numbers yourself rather than relying on analysts
Experience owning third-party vendors and tooling, from selection through performance and cost management
A track record of scaling operations across multiple entities and jurisdictions
Experience operating in an audit- and regulator-ready environment, comfortable engaging with auditors, partner banks, and regulators
An excellent people manager who knows how to motivate, coach, and hold a team accountable to high standards
A customer-first mindset, always weighing how a process change affects the end customer's experience
Solid working understanding of KYB processes for corporate customers and of transaction and card monitoring

What we offer

30 days holiday paid leave
Opportunity to use the Payhawk product with a monthly commuting allowance
Health and Fitness membership
Private healthcare
An L&D budget to support continuous development
Exchange policy to another Payhawk office (Amsterdam, Berlin, Paris, Barcelona, London)
Regular team-wide company events

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