At a glance
- Employment
- Full-time
- Location
- Hyderabad
About the role
- As a Team Lead for Rider Onboarding & Compliance at Deliveroo, you will own the day-to-day performance of a team of Compliance Check Representatives in Hyderabad.
- You are accountable for throughput, accuracy, and consistency of checks, as well as developing the people completing them.
- The initial focus is right-to-work and identity document verification for rider fleets across the UK and Europe.
Responsibilities
- Lead, coach, and manage a team of Compliance Check Representatives, conducting 1-on-1s, driving performance, and training new joiners as policies and check types evolve.
- Oversee daily queue management, task allocation, rotas, and capacity planning across UK and European time zones to consistently meet service level agreements.
- Own the end-to-end quality assurance cycle by sampling completed checks, scoring output against quality frameworks, and delivering targeted coaching to address root-cause errors.
- Act as an escalation point for ambiguous identity, right-to-work, and document verification edge cases, applying sound operational judgment and routing risks appropriately.
- Identify operational risks, document inconsistencies, and workflow bottlenecks, continuously updating SOPs and proposing process improvements.
- Support the operational rollout of new compliance check types, tooling enhancements, and market launches through piloting, drafting guidance, and upskilling the team.
- Partner with Rider Operations, Product, Legal, and Trust & Safety to resolve systemic issues and feed operational insights directly into policy and product updates.
Requirements
- Proven experience leading, supervising, or coaching a team within an operational, shared services, BPO, or compliance environment (or clear evidence of readiness to step into people leadership).
- Exceptional attention to detail and a genuine quality mindset, holding self and team members accountable to strict procedural and accuracy standards.
- Strong analytical ability to track volume metrics, review spreadsheet performance data, identify trends or anomalies, and turn data into actionable recommendations.
- Sound judgment under ambiguity, with the discipline to consistently follow structured policy while effectively reasoning through complex edge cases.
- Excellent written and verbal English communication skills, with the confidence to present team performance, risks, and operational insights to senior stakeholders.
- Resilience and adaptability to thrive in a fast-paced environment where checking priorities, market scopes, and processes continuously evolve.
- Uncompromising discretion and integrity when handling sensitive personal data, identity documentation, and regulatory compliance checks.
