Reports To
Head of Smart Compliance
£33,000 Basic Salary with OTE of £36,000
Purpose of the Role
The Enhanced Due Diligence (EDD) Service Delivery Lead is responsible for leading the day-to-day operational performance of an EDD team, ensuring excellent customer outcomes, achievement of service level agreements, and a high-performing, engaged team culture.
The role combines frontline people leadership with operational management and individual case production, ensuring sufficient capacity to meet business demand while continuously driving quality, efficiency and colleague development.
Key Responsibilities
1. People Management
Lead, motivate and develop a team of Enhanced Due Diligence (EDD) Advisors, creating a high-performing, accountable and engaged team culture that consistently delivers excellent customer outcomes.
Responsibilities Include:
- Lead, coach and develop team members through regular feedback, mentoring and performance conversations.
- Conduct monthly one-to-one meetings with all direct reports, supported by weekly performance and wellbeing check-ins.
- Deliver real-time coaching through call listening, side-by-side support, observation and immediate feedback to improve capability and performance.
- Complete a minimum of three quality audits per advisor each week, providing timely, constructive and actionable feedback.
- Analyse individual and team performance trends, identifying strengths, development needs and the root causes of underperformance.
- Act as the first point of escalation for all performance, conduct, attendance and behavioural concerns within the team.
- Manage informal and formal performance concerns in line with company policies, including the Capability Policy, Absence Management Policy and Disciplinary Policy, ensuring issues are addressed promptly, fairly and consistently.
- Manage employee attendance, including conducting Return to Work interviews following periods of absence, identifying patterns of absence, implementing appropriate support measures and escalating concerns where required.
- Promote and monitor adherence to the Employee Code of Conduct, company values and expected standards of professional behaviour, addressing any concerns appropriately.
- Support employees through probation reviews, development plans and performance improvement plans, ensuring clear objectives, expectations and regular follow-up.
- Recognise and celebrate strong performance, promoting a culture of continuous improvement, accountability and engagement.
- Foster an inclusive, supportive and high-performing working environment where colleagues feel empowered to deliver their best.
- Escalate complex employee relations matters to the Head of Smart Compliance or People Team where appropriate, whilst maintaining ownership of day-to-day people management responsibilities.
2. Operational Efficiency
Manage the daily operation of the EDD service to ensure customer demand is effectively managed and service levels are consistently achieved.
Responsibilities include:
- Complete daily operational reporting, including Daily Tracker statistics and hourly production updates, ensuring accurate and timely reporting of team performance.
- Prioritise workloads throughout the day to ensure optimal resource allocation.
- Drive in-day performance through effective workflow management and operational intervention.
- Ensure achievement of all operational service level agreements and productivity targets.
- Monitor quality, compliance and audit performance across the team.
- Produce regular performance insights for the Head of Smart Compliance, identifying trends, risks, root causes and recommending appropriate corrective actions.
- Escalate operational risks with clear root cause analysis and recommended actions.
- Proactively identify and escalate capacity constraints, workflow bottlenecks, process inefficiencies and performance risks, supporting continuous improvement across the operation.
- Support business change initiatives and improvements to operational processes.
- Foster a culture of operational excellence by encouraging accountability, ownership and continuous improvement within the team.
3. Individual Production
Maintain an active operational contribution by completing EDD casework alongside leadership responsibilities.
Responsibilities include:
- Maintain an individual production target equivalent to approximately 40% of an EDD Advisor's expected output.
- Process EDD cases accurately and efficiently in accordance with company procedures.
- Maintain personal quality and compliance standards.
- Provide operational support during periods of high demand to ensure customer service levels are maintained.
- Lead by example through consistent demonstration of quality, productivity and customer service excellence.
Key Performance Indicators (KPIs)
The Service Delivery Lead will be accountable for achieving team and individual performance against agreed business measures, including:
Measure
SLA 1 & SLA 2 (Target <98%)
Inbound Calls Answered (Target <95%)
Inbound Calls Answered Within 30 Seconds (Target <95%)
Document Processing SLA (Target 98%)
EDD Cases Actioned (Individual - Target 45 per day)
EDD Cases Passed (Individual - Target 14 per day)
Document tickets resolved (Individual - Target 55 per day)
MLRO Audit Score (Target <98%)
Case Audit Score (Target <95%)
Individual Production Contribution (Target 40% of Advisor Target)
*All KPI’s are subject to business needs and requirements.
Key Competencies
- Strong people leadership and coaching capability.
- Performance management experience.
- Excellent operational planning and prioritisation skills.
- Data-driven decision making and analytical thinking.
- Strong communication and stakeholder management.
- High attention to detail and regulatory awareness.
- Ability to make timely operational decisions in a fast-paced environment.
- Commitment to continuous improvement and customer excellence.
Person Specification
- Customer Service expertise
- Excellent time management
- Attention to detail
- Problem solving
- Display leadership
- Target driven
- Willingness to learn
- Strong organisational skills
- Decision making skills
- Display leadership
- Excellent written & verbal communication skills
- Team player
Success Measures
Success in this role will be demonstrated through:
- Consistent achievement of team SLA and quality targets.
- Improved colleague capability and engagement.
- Effective management of operational risk.
- Strong audit and compliance performance.
- Delivery of individual productivity expectations.
- Positive contribution to continuous improvement across the EDD operation.
The duties and responsibilities outlined in this job description are not exhaustive. The post holder may be required to undertake other duties that are reasonable, appropriate to the seniority of the role, and consistent with the needs of the business.
We are committed to providing an accessible recruitment process and encourage candidates to discuss any support or adjustments they may need during their application journey.
Pay: Up to £36,000.00 per year
Application question(s):
- Do you live within a 45 minute commute from Wokingham?
- Do you require any reasonable adjustments in order to attend an interview?
Experience:
- management : 1 year (preferred)
- call centre : 1 year (preferred)
Work Location: In person
