Compliance Team Lead

3 months ago

London, United Kingdom Deliveroo Full time

**Compliance Team Lead**:
**(Junior Manager)**

Reporting into the Global Rider Operations Manager, you will be leading the Rider Compliance team, who are responsible for ensuring our riders are compliant and supported while on the road. Your goal is to run an engaged and motivated team while redefining what good looks like.

We want to offer the best rider support in the industry. Deeply embedded within the operations processes of Deliveroo, and Rider Compliance is central to our continued success through its impact on rider retention and rider satisfaction.

**Job Spec - Responsibilities**:

- You will be involved in executing large scale global projects related to compliance pipelines and process standardisation.
- As part of the Rider Services Centre you will work with the Global Operations team and local markets on projects that drive executional excellence, process improvements and new compliance initiatives.
- Analyse root causes of operational malfunctions and provide solutions.
- Day to day management of the processes that ensure our riders are compliant while on the road.
- Prioritisation of personal workload, plus the workload of a large team
- Foster an environment of progression and continuous improvement, both of our people and our processes
- Lead, coordinate and develop a large team
- Drive efficiencies in the team through cross training, effective KPIs and performance management
- Own communication with our key stakeholders, developing ways to communicate data in a clear and efficient format
- Be the Rider advocate - our focus is not only on KPIs, but on being the voice of the riders to give them the best possible experience with Deliveroo
- _be part of a 24/7 on-call rota, on-call roughly 2 weeks per quarter_
- Have a real impact on key metrics in Rider Operations:

- Compliance process adherence
- Improve quality scores
- Achieve optimal TP/person
- Improve, define & track sickness and absence. Ensure policies and processes are in place

**Job Spec - Core competencies**
- **Team manager** - (at least 1 year managing a team) we have a large team of people who support our riders and applicants, keep that group engaged, motivated and inspired.
- **Adaptable Fixer** - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness. Don't slavishly follow processes if they aren't right.
- **Analytical and strategic** - able to 'think big' as well as execute 'on-the-fly' via understanding the dynamics of our business and the Operations Support team specifically.
- **Inquisitive and forward-thinking** - curious, thoughtful and happy to question the status-quo. Keeps pushing for further improvements
- **Knows how to prioritise** - the ability to determine what needs immediate attention and is of the highest value, while keeping stakeholders informed
- **Effective communicator** - needs to be able to explain complex process to a range of stakeholders in a way that can paint a clear picture, helps us solve a problem, get executive support, or train new team members

**Why Deliveroo?**

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most expanding industry in the world. We are still a small team, making a very large impact, aiming to answer some of the most interesting questions out there. We move fast, value autonomy and we are always looking for new ideas.

**Workplace & Diversity**

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer many great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an exciting space

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