The opportunity

As the Head of Merchant Offboarding, you will lead the end-to-end offboarding and termination process for merchants across all entities. You will be responsible for establishing a standardized process baseline, defining cross-functional ownership, and implementing a central governance model for all merchant notifications and termination-related communications.Your leadership will ensure streamlined processes in regards of ongoing due diligence.

Day-to-day responsibilities

• Lead, mentor, and develop the Merchant Offboarding team, ensuring operational excellence in managing end-to-end merchant termination processes across all entities.
• Establish, maintain, and continuously refine the standardized offboarding process framework, ensuring consistency, regulatory compliance, and full auditability.
• Define and drive cross-functional ownership by coordinating responsibilities and workflows with all relevant stakeholders.
• Oversee the centralized governance of all merchant notifications, ensuring that termination-related communications are accurate, consistent, timely, and compliant with regulatory and contractual requirements.
• Ensure appropriate escalation protocols are followed, directing complex or sensitive cases to the relevant Center of Excellence or senior stakeholders.
• Drive continuous process improvement, harmonizing termination workflows across regions and identifying operational gaps, control weaknesses, or efficiency opportunities.
• Own management reporting, including volume tracking, SLA performance, risk indicators, and action list governance for all offboarding activities.
• Foster a strong compliance and accountability culture, ensuring all team members understand their roles and adhere to established procedures and regulatory expectations.
• Stay current with regulatory requirements, scheme rules, and industry best practices related to AML, KYC, merchant risk, and termination frameworks, ensuring the team remains informed and compliant.

Who are we looking for

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You have strong leadership and team management skills and love to work with multiple stakeholders
• You have the ability to see the big picture without losing an eye for detail comes naturally in everyday work
• You have the ability to shift tasks and priorities in fast-paced environment
• You have understanding of KYC, AML, and other regulatory requirements
• You've got substantial knowledge in finance, business administration, or a related field
• You have full working proficiency in English both written and verbal
• You have previous experience in a similar role within the financial services industry, preferably in a payments company or a bank
• You have excellent communication, presentation, and stakeholder management skills
• You have motivation and passion for team management.

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Referral program
• Company car
• Meal allowance
• Annual bonus