Head of Customer Service – Online Bank at Ayvens · Amsterdam

Head of Customer Service – Online Bank Location: Amsterdam At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. At Ayvens Bank, we have an opening for a Head of 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 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 objectives. Represent the customer service function during audits, regulatory reviews, and board presentations. Who are we looking for? Experience 7–10+ years in customer service leadership roles, ideally in online banking, fintech, or financial services. Proven experience managing teams of 20+ staff in fast‑paced, KPI‑driven environments. Strong background in KYC, AML, customer due diligence, and regulatory compliance. Experience collaborating with compliance, risk, finance, and ICT teams. Skills 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. Ability to work analytically, with strong reporting and data‑driven management skills. Education & Certifications Bachelor’s degree in Business, Finance, Compliance, or related field (Master’s preferred). Relevant certifications (e.g., ICA, ACAMS) are a strong plus. Dutch and English speaking What do we offer? We're on this journey together. By investing in professional growth, rewards and incentives, plus plenty of training and experience on the job, we create an inspiring environment for our colleagues that fosters high performance with positive impact. Enjoy comprehensive rewards and recognition. We believe in rewarding you holistically, through compensation, competitive benefits and rich development opportunities. Discover your talent. We enable you to reach your full potential by offering you the opportunities and support to reach the next level in your career. Benefit from a healthy, positive work atmosphere. We offer a wide variety of benefits to help keep you mentally and physically strong and to find the perfect work–life balance. Find a shared sense of belonging. We create an engaging environment where you can be your authentic self and harness your commitment, curiosity and collaboration. Build a sustainable future. We’re conscious of our environment and the societies we’re part of and we work together to drive electrification and lead the way to decarbonisation. Make your Move at Ayvens Ayvens provides a unique opportunity: the chance to accelerate the transition to electric, lead the way to decarbonisation and shape the industry’s digital transformation. Behind the wheel, our people make the difference, driving us towards our ambitions. Ayvens is home to the best talent in the industry – so if you’re looking for a fulfilling career with positive impact, we’d love to discuss your opportunities with us! Ready to make your move at Ayvens? Join a global leader in sustainable mobility and follow @ayvens, @lifeatayvens, and Ayvens on LinkedIn to check out what’s happening at Ayvens! Our commitment We’re committed to building a culture where everyone can be themselves and where everyone gets an equal chance to make their journey count. If you’d like to learn more about our DE&I journey – and how you can contribute – please find out more on Career pages of our website. Why Ayvens? With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.