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- Tasks: Lead fraud operations, ensuring exceptional customer experience and operational efficiency.
- Company: Innovative consumer finance company redefining the industry with tech-driven solutions.
- Benefits: Competitive salary, flexible work options, pension contributions, and private medical cover.
- Why this job: Make a real impact in a growing business changing consumer finance forever.
- Qualifications: Experience managing fraud teams, strong leadership, and analytical skills required.
- Other info: Dynamic environment with opportunities for continuous improvement and career 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.
Fraud Operations Manager employer: JaJa Finance Ltd
Contact Detail:
JaJa Finance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Operations Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Jaja's mission and values. Show us how your experience aligns with our goal of making finance simple and customer-focused. Tailor your answers to reflect our culture!
✨Tip Number 3
Practice your responses to common interview questions, especially around leadership and operational excellence. We want to see how you handle challenges and drive improvements in a fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Jaja.
We think you need these skills to ace Fraud Operations Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about redefining the consumer finance experience and how you can contribute to our mission at Jaja.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in fraud operations and team management. We love seeing how your skills align with our values of making things simple and challenging the status quo.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Fraud Operations Manager role. Remember, simplicity is key!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to make an impact at Jaja.
How to prepare for a job interview at JaJa Finance Ltd
✨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 from your past roles that demonstrate your ability to lead teams and improve customer experiences.
✨Showcase Your Leadership Skills
As a Fraud Operations Manager, you'll need to lead and inspire your team. Prepare to share stories that highlight your leadership style, especially how you've coached team leaders or improved team performance. Think about times when you fostered collaboration and accountability within your teams.
✨Be Data-Driven
Jaja values an analytical mindset, so come prepared to discuss how you've used data to drive improvements in previous roles. Bring examples of how you've interpreted data trends to enhance operational efficiency or customer satisfaction. This will show that you can contribute to their continuous improvement goals.
✨Emphasise Compliance Knowledge
Given the importance of regulatory adherence in this role, brush up on FCA regulations and GDPR. Be ready to discuss how you've ensured compliance in your past positions and how you would maintain robust controls at Jaja. This will demonstrate your understanding of the industry's standards and your commitment to risk management.