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!
Fraud Operations Manager | 📍Hybrid (Manchester – Minimum 2 Days Onsite)
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 - this can be related to both customer contact in relation to fraud alerts or reports and the 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.
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
