CDD Operations Manager - Onboarding

Ready to take your career global? Make your mark at one of the biggest names in payments. We’re looking for a CDD Oversight and Operational Performance Manager to join our ever evolving Enterprise Customer Due Diligence team and help shape the future of global commerce. 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. What you’ll own 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 Essential: 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, Financial Conduct Authority (FCA), Consumer Financial Protection Bureau (CFPB), Financial Crimes Enforcement Network (FinCEN) and Joint Money Laundering Steering Group (JMLSG) guidance Experience with transaction monitoring, sanctions screening About the team Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders. What makes a Globalpayer? Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion