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- Tasks: Lead fraud operations, ensuring exceptional customer experience and compliance.
- Company: Innovative consumer finance company on a mission to simplify finance.
- Benefits: Competitive salary, flexible work, private medical cover, and generous leave.
- Why this job: Make a real impact in transforming the consumer finance industry.
- Qualifications: Experience managing fraud teams and strong leadership skills.
- Other info: Collaborative culture with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Overview
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. Or as we say it, Make Simple. 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!
Responsibilities
- 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.
- Oversee day-to-day operations of fraud support activity across fraud operational teams related to customer contact for fraud alerts or reports and back-office review of fraud alerts and case investigations.
- 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.
- 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.
- Manage workforce planning, scheduling, and resource skills and allocation to meet demand.
- Drive process improvements to enhance efficiency and reduce customer friction.
- Utilise data and reporting to identify trends and inform decision-making.
- 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.
- 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
Contact Detail:
Jaja Finance 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! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Fraud Operations Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience managing fraud operational teams. Use real examples to demonstrate how you've improved processes and customer experiences in the past.
✨Tip Number 3
Be ready for those tricky questions! Prepare yourself for scenarios related to compliance and customer service. Think about how you'd handle complex issues and be ready to share your thought process. This will show you're the right fit for Jaja's mission.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our team at Jaja, where we care deeply about our customers and each other.
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 your CV is tailored to the Fraud Operations Manager role. Highlight your experience managing fraud operational teams and any relevant skills that match the job description. We love seeing how your background fits with what we’re looking for!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon where possible. We appreciate simplicity, so make it easy for us to see why you’re the right fit for the 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 the role. Plus, it shows you’re keen on joining our awesome team at Jaja!
How to prepare for a job interview at Jaja Finance
✨Know Your Stuff
Make sure you brush up on your knowledge of fraud operations and the financial services industry. Understand Jaja's mission and values, and be ready to discuss how your experience aligns with their goal of simplifying the consumer finance experience.
✨Showcase Your Leadership Skills
As a Fraud Operations Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams, coached individuals, and driven performance improvements in previous roles. Highlight your collaborative approach and how you foster a customer-centric culture.
✨Be Data-Driven
Jaja values an analytical mindset, so come prepared to discuss how you've used data to inform decision-making and improve processes. Think of specific instances where your insights led to tangible results, especially in fraud operations or customer service.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle complex customer issues. Practice articulating your thought process and how you would approach various challenges, keeping in mind the importance of compliance and customer satisfaction.
