Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. We’re looking for an experienced CDD Oversight and Operational Performance Manager to join our ever-evolving Enterprise Customer Due Diligence team and help us unleash the potential of every business.
Location: Edgbaston – Hybrid working model available, 3 days per week office based on a rotational shift basis between the hours of 8am – 8pm Monday to Friday.
CDD Operations Manager – Onboarding
Leadership and Team Management
* Oversee the day‑to‑day performance of the team ensuring efficient, accurate execution of CDD processes and timely resolution of issues
* Produce and analyse management information reports to inform decision making and highlight key trends
* Provide regular reporting on performance, capabilities and outcomes to support strategic direction and progressive KPI setting
* Ensure effective management and oversight of the teams’ pipeline, success metrics (e.g., throughput)
* Lead, mentor and develop a high‑performing team fostering a culture of excellence, accountability and continuous development
* Implement performance management frameworks, including clearly defined objectives, regular performance reviews and career development plans to build a high performing function
* Foster a collaborative and inclusive team culture that promotes open communication, knowledge sharing and professional growth
* Cultivate a customer‑centric, risk aware culture, encouraging innovative and proactive thinking to balance regulatory objectives and exceptional customer experience
Governance and Reporting
* Monitor workflow and analyst performance setting clear standards, thresholds, KPIs, and performance metrics to drive consistency and measurable outcomes across CDD activities
* Provide data‑driven insights, dashboards and narrative reporting for senior leadership, governance forums, and external stakeholders, highlighting risks, themes and improvement opportunities
* Implement effective capacity planning and workload allocation aligned to risk profiles, operational priorities and team capabilities
* Partner with Compliance, Risk, Audit and other key stakeholders to ensure alignment with regulatory obligations, internal policy and industry expectations
* Perform root cause analysis to identify systemic issues, assess emerging trends and inform improvements to control design and reporting accuracy
* Ensure all activities, findings, decisions, and remediation evidence are recorded accurately and maintained in line with audit and regulatory standards
Stakeholder Management
* Develop and maintain strong, positive relationships with internal and external stakeholders to foster collaboration and alignment
* Effectively communicate CDD risks, mitigation strategies and regulatory requirements to senior management
* Represent the CDD function in internal and external forums, advocating for the importance of CDD and building strong industry relationships
* Influence and negotiate with stakeholders to achieve CDD objectives while balancing business needs
* Collaborate with cross‑functional teams to identify process improvements, enhance productivity, drive cost‑effectiveness, and enhance the customer experience
Continuous Improvement
* Promote a continuous improvement culture across the CDD Onboarding Team to achieve optimal levels of efficiency and productivity
* Identify areas for process optimisation to enhance the user experience, reduce customer friction and drive efficiencies
* Ensure change is implemented effectively within the team with a seamless transition
* Stay abreast of trends and industry best practices to ensure processes remain up to date and effective
* Contribute to the development of high‑quality training materials and knowledge resources to promote consistency, system proficiency, and a customer‑centric mindset
* Assess the operational impact of process, technology, and policy changes on capacity, workload, skills, and service delivery
* Support the adoption and governance of AI‑driven solutions (e.g., screening optimisation, entity resolution, or risk scoring tools)
* Collaborate with wider teams to improve the effectiveness, efficiency, and scalability of CDD operations through automation and AI‑enabled tooling
What You’ll Bring
* Minimum of 7 years’ experience managing a CDD team, with strong track record in leadership, performance management and operational delivery
* Proven experience leading CDD operations in financial institutions, ensuring processes align with both local and international regulatory requirements
* Demonstrated ability to assess customer risk and manage complex due diligence cases
* Excellent stakeholder management and communication skills, with the ability to influence at all levels
* Proven capacity planning and workload management experience in high‑volume compliance environments
Desirable
* Experience in merchant acquiring or payment services
* Proficiency with AML/KYC systems and tools (e.g., Actimize, Orbis, Fenergo)
* Professional certifications such as CAMS, ICA or equivalent financial crime qualifications
* Strong understanding of AML/KYC regulatory frameworks, including, but not limited to, FCA, CFPB, FinCEN and JMLSG guidance
* Experience with transaction monitoring, sanctions screening
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