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- Tasks: Lead fraud operations, ensuring exceptional customer experience and operational efficiency.
- Company: Join Jaja, a forward-thinking UK consumer finance business redefining the industry.
- Benefits: Competitive salary, flexible work options, private medical cover, and generous annual leave.
- Why this job: Make a real impact in a dynamic environment focused on innovation and customer satisfaction.
- Qualifications: Experience in managing fraud operations and strong leadership skills required.
- Other info: Collaborative culture with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
About Jaja
Our Mission: Empowering our customers to buy, borrow, and build driven by tech, fuelled by data, and built for the future.
Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple. Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. We will delight our customers making the customer experience simpler, more enjoyable, more intelligent treating customers fairly and giving them more control of their money.
Why Join Us? This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!
Purpose of the Role
You will work in a dynamic fast paced environment, delivering a significant change agenda for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo. To lead and manage the Fraud Operations function with a number of team leaders reporting directly to you, ensuring exceptional customer experience, operational efficiency, and compliance with financial services regulations. The role is pivotal in driving service excellence, team engagement, and continuous improvement.
Key Responsibilities
- Leadership & Team Management
- Oversee day-to-day operations of fraud support related activity across our fraud operational teams.
- Set clear team performance objectives and be accountable to set and deliver KPIs.
- Foster a culture of accountability, collaboration, and customer-centricity.
- Coach and develop team leaders to build high-performing teams.
- Customer Experience
- Ensure all customer interactions meet quality standards and regulatory requirements.
- Monitor service levels across channels and implement strategies to improve response times and resolution rates.
- Act as an escalation point for complex or sensitive customer issues.
- Operational Excellence
- Manage workforce planning, scheduling, and resource skills and allocation to meet demand.
- Drive process improvements to enhance efficiency and reduce customer friction.
- Utilize data and reporting to identify trends and inform decision-making.
- Compliance & Risk Management
- Ensure adherence to FCA regulations, GDPR, and internal policies.
- Maintain robust controls to mitigate operational and reputational risk.
- Support audits and regulatory reviews as required.
- Continuous Improvement
- Champion digital and app-based servicing initiatives and automation opportunities.
- Gather customer feedback and insights to inform service enhancements.
- Lead projects to optimize multi-channel servicing strategies.
Skills & Experience
- Proven experience managing fraud operational teams in financial services.
- Knowledge of telephony & digital messaging platforms and case management systems.
- Excellent leadership, coaching, and people development skills.
- Analytical mindset with ability to interpret data and drive continuous improvements.
- Understanding of regulatory requirements (FCA, GDPR).
- Strong communication and stakeholder management skills.
Key Performance Indicators (KPIs)
- Service level adherence (Productivity and Quality).
- First contact resolution rate.
- Alert review catch and release rate.
- Compliance audit scores.
- Employee engagement and attrition rates.
Behaviours
- Customer-focused and empathetic.
- Data and results-driven with a continuous improvement mindset.
- Collaborative and inclusive leadership style.
- Resilient and adaptable in a fast-paced environment.
What's in it for you?
- The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
- Competitive salary.
- Opportunity for flexibility to support work-life balance.
- Pension contributions.
- Bonus potential.
- Private medical cover.
- 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- 4x life insurance cover.
- Employee assistance program.
Fraud Operations Manager in Manchester employer: 7MELHORES - Marketing Inteligente
Contact Detail:
7MELHORES - Marketing Inteligente Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Operations Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Jaja. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by understanding Jaja's mission and values. Show us how you can contribute to making finance simpler and more enjoyable for customers.
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We want to hear about your past experiences and how they shaped your skills in fraud operations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows us you're serious about joining our team.
We think you need these skills to ace Fraud Operations Manager in Manchester
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about making a difference in the consumer finance industry and how you align with our mission to make things simple for our customers.
Tailor Your CV: Make sure to customise your CV to highlight your relevant experience in fraud operations. We love seeing how your skills match up with what we're looking for, so don’t be shy about showcasing your achievements and how they relate to the role!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and fluff. Make it easy for us to see why you’re the perfect fit for the Fraud Operations Manager position!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Jaja!
How to prepare for a job interview at 7MELHORES - Marketing Inteligente
✨Know Your Stuff
Before the interview, dive deep into Jaja's mission and values. Understand how they aim to simplify consumer finance and think about how your experience in fraud operations aligns with that. Be ready to discuss specific examples of how you've improved customer experiences or operational efficiency in your previous roles.
✨Showcase Your Leadership Skills
As a Fraud Operations Manager, you'll be leading teams. Prepare to share your leadership style and how you've successfully coached team leaders in the past. Think of instances where you fostered collaboration and accountability within your teams, and be ready to discuss the outcomes.
✨Be Data-Driven
Jaja values an analytical mindset, so come prepared with examples of how you've used data to drive improvements in fraud operations. Whether it's enhancing service levels or reducing customer friction, be ready to explain your thought process and the impact of your decisions.
✨Embrace the Culture
Jaja encourages authenticity and a collaborative spirit. During the interview, let your personality shine through and express how you can contribute to their culture. Share your thoughts on adapting to change and how you thrive in fast-paced environments, as this will resonate well with their values.
