Senior Operations Manager, Rider Onboarding and Compliance

Senior Operations Manager, Rider Onboarding and Compliance

Reporting into the Head of Rider Services, you will be leading the Rider Onboarding & Compliance team, who are responsible for helping applicants get out on the road globally, and supporting them once they’re there. Your goal is to run an engaged and motivated team while redefining what good looks like. 

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

The role is based full time in the London Office, Monday - Friday, hybrid working policy 3 days in the office and 2 days at home. You will also be part of a 24/7 on-call rota, roughly 2 weeks per quarter. 

Responsibilities

• Responsible for planning and executing large scale global projects related to onboarding pipelines standardisation and rider compliance.
• Work with the Global Operations team and local markets to promote executional excellence, process improvements and new compliance initiatives
• Have input in and be responsible for progressing our global rider onboarding and compliance strategy.
• Dive into root causes of operational malfunctions, share solutions and preventative measures to mitigate reoccurrence.
• Communicate and report to key stakeholders, including incidents with Executive visibility.
• Work closely with your internal team and external vendor to discover new ways to enhance processes and improve service levels.
• Be the Applicant and Rider advocate - our focus is not only on KPIs, but on being the voice of applicants and riders, to give them the best possible experience with Deliveroo.
• Maintain excellence on key metrics in Rider Operations:
• New rider onboarding targets
• Grade of Service, Average Handle Time and First Contact Resolution
• Compliance process adherence 
• Improve quality scores
• Achieve optimal TP/person 
• Ensure cross training processes in place
• Improve, define & track sickness and absence. Ensure policies and processes are place 
• Prioritisation of personal workload, plus the workload of a large team. 
• Foster an environment of progression, continuous improvement and support underpinned by robust processes and regular, timely feedback.
• Enhance operational stability and rigour through cross-training and up-skilling initiatives.
• Keep your team functioning at the top of their game by effectively monitoring performance and adherence to KPI's

Core competencies 

• Team manager - 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.
• Can build “stuff” - approaches, processes, tools and structured change methodologies
• Change Management - knows how to flow meaningful changes through a large organisation to drive adoption and ensure success
• 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 rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.