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- Tasks: Lead fraud operations, ensuring exceptional customer experience and operational efficiency.
- Company: Join Jaja, a forward-thinking 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 growing business on a mission to simplify finance.
- Qualifications: Experience in managing fraud operations and strong leadership 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 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 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: JaJa Finance Ltd
Contact Detail:
JaJa Finance Ltd 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, 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-centric. 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 continuous improvement in a fast-paced environment.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show us that you’re genuinely interested in joining our team at Jaja.
We think you need these skills to ace Fraud Operations Manager in Manchester
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 excited you are about redefining the consumer finance experience and making it simpler for customers.
Tailor Your CV: Make sure your CV is tailored to the Fraud Operations Manager role. Highlight your relevant experience in managing fraud operational teams and any specific achievements that align with our mission at Jaja.
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforward communication, so avoid jargon and focus on what makes you a great fit for our team.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our innovative team.
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 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.
✨Data is Your Best Friend
Jaja values data-driven decision-making, so come prepared to talk about how you've used data to identify trends and drive improvements in fraud operations. Bring examples of KPIs you've managed and how you've leveraged analytics to enhance service levels or compliance.
✨Be Customer-Centric
Emphasise your understanding of the customer experience in fraud operations. Prepare to discuss how you've handled complex customer issues and what strategies you've implemented to ensure high-quality interactions. Show that you can balance operational excellence with a strong focus on customer satisfaction.
