Rob Hayes
Maidstone,Kent
Summary
A seasoned professional with extensive line management experience and a proven track record in service delivery across the entire employee lifecycle. Skilled in HR investigations, 360 feedback facilitation, recruitment and talent retention. Known for being a clear and confident communicator, with a focus on enhancing organisational effectiveness through strategic HR initiatives.
Overview
21
21
years of professional experience
6082
6082
years of post-secondary education
Work History
CDD People Manager – Private Clients
CAF
03.2021 - 02.2025
- Act as a trusted advisor on employee relations, performance management, and talent acquisition
- Experience in delivering service through all stages of the employee lifecycle
- Facilitated conflict resolution and fostering a positive work environment through effective communication and mediation
- Conducted workforce planning and provided insights on succession planning and employee retention
- Designed and delivered training programs to enhance team capabilities and support career development
- Conduct HR investigations and chair hearings with fairness and integrity when required
- Facilitate 360 feedback delivery sessions to help in the personal and professional development of individuals across the whole organisation
- Design and lead on recruitment activities for the CDD department ensuing we employ the right people for the right roles
- Lead and manage a team of specialist CDD Analysts and Administrators conducting a wide range of due diligence activities, including onboarding new trust and gift aid account customers, verifying new contacts, and overseeing time-critical tasks related to audit reports and transaction monitoring
- Manage relationships with the Private Clients Team, ensuring expected service levels are met through bi-weekly meetings and AD-HOC calls, while managing stakeholder expectations
- Handle challenging conversations with professionalism, engaging with customers and internal stakeholders including Private Clients, Finance, Financial Crime Team, and other teams within the Customer Operations Division
- Oversee workflow to ensure service levels are met, providing rationales when necessary, and reporting to Senior Management
- Drive change initiatives and continuous improvement through regular communication with the team and key stakeholders, assessing and removing blockers while ensuring compliance with relevant policies and regulations
- Participate in CDD-related projects, including improvements in managing screening alerts and PEP reassessments
- Deliver training to the Customer Operations Division and other departments, promoting the CDD team's role in meeting CAF's strategic objectives
- Attend meetings on behalf of the Head of Customer Due Diligence as required
Charity Verification Team Manager
CAF
07.2019 - 03.2021
- Managed and coached a team of charity verification officers verifying UK and international charities, setting and monitoring objectives, conducting regular 1:1s, and managing overall performance
- Supported staff professionally and personally, offering counselling on personal matters and ensuring awareness of internal professional services
- Promoted the role of Charity Verification in achieving CAF's goals, engaging with colleagues at all levels and confidently explaining decisions
- Escalation point for complex donor benefit, charitable purpose, and compliance referrals, providing expert guidance to internal and external stakeholders
- Ensured compliance with Anti Money Laundering and CAF Verification policy, conducting accurate audit reporting within agreed timescales and providing final sign-off
- Identified and filled gaps within the verification process catalogue by creating and implementing new process flows in line with CAF policy
- Provided final sign-off for all CAF Donate onboarding
Senior Verification Officer
CAF
04.2018 - 07.2019
- Provided final sign-off for charitable donations to the UK and internationally
- Analysed official documents, applying judgment to ensure robust defence against money laundering and other financial crimes
- Supported validation officers in the UK and international teams, offering coaching as required
- Led PEP, SIP, and SIE screening to confidently release donations
- Maintained positive relationships with key and priority clients, ensuring service expectations were met
Team Manager, EBCS
RBS Group
10.2015 - 04.2018
- Managed a team of 18 staff across 15 processes, including account closures, international payments, suspense account reconciliations, bereavement closures, funeral bill payments, anti-money laundering, and dormant account reclaims
- Analysed cherished documents, weighed pros and cons of non-standard procedures, and ensured business security and regulation compliance
- Monitored work volumes and team performance daily, ensuring service level agreements were met
- Coached staff weekly, tailored development plans, and assisted with HR matters related to absence, performance management, and behaviour
- Authorized money transfers domestically and abroad, constantly assessing risk and ensuring due diligence
- Implemented change initiatives, including work migration and simplification projects
- Completed 3 Determined to Lead modules, equipping advanced leadership, coaching, and engagement techniques
Deputy Team Leader, Direct Bank
RBS Group
03.2015 - 09.2015
Direct Bank Representative
RBS Group
03.2012 - 03.2015
Shift Assistant
J. Sainsbury’s
Northfleet
09.2004 - 03.2012
Education
CIPD Associate Diploma - People Management
CIPD
Level 5 in Operational Management -
Chartered Managers Institute
Advanced Certificate - Anti Money-laundering
International Compliance Association
BA - Journalism and the News Industry
University of Kent
01.2008 - 12.2011
BTEC - Media Studies
North West Kent College
01.2004 - 12.2006
A-C - English, Maths, Science, ICT, History, Religious Studies
Saint George’s CofE School
01.1999 - 12.2004
Skills
- ACAS Training in HR Investigations
- 360 Feedback Facilitator
- ICS Recruitment and Talent Retentions
- Clear and confident communicator
- Extensive line management experience
- Experience of service delivery across entire employee lifecycle
References
References Available on Request
Timeline
CDD People Manager – Private Clients
CAF
03.2021 - 02.2025
Charity Verification Team Manager
CAF
07.2019 - 03.2021
Senior Verification Officer
CAF
04.2018 - 07.2019
Team Manager, EBCS
RBS Group
10.2015 - 04.2018
Deputy Team Leader, Direct Bank
RBS Group
03.2015 - 09.2015
Direct Bank Representative
RBS Group
03.2012 - 03.2015
BA - Journalism and the News Industry
University of Kent
01.2008 - 12.2011
Shift Assistant
J. Sainsbury’s
09.2004 - 03.2012
BTEC - Media Studies
North West Kent College
01.2004 - 12.2006
A-C - English, Maths, Science, ICT, History, Religious Studies
Saint George’s CofE School
01.1999 - 12.2004
CIPD Associate Diploma - People Management
CIPD
Level 5 in Operational Management -
Chartered Managers Institute
Advanced Certificate - Anti Money-laundering
International Compliance Association
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