CDD Operations Manager - Onboarding

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.

What you’ll own as the 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

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

To learn more about our winning teams, check out our world-class teams that own it every day.

What makes a Worldpayer

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions and finding creative solutions to simplify the complex.

We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open and winning and failing as one.

#LICW