Fraud Operations Team Leader

JaJa Finance Ltd; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading consumer finance company is looking for a Fraud Operations Team Leader in Manchester to manage a team ensuring operational efficiency and exceptional customer experience. Role involves supporting recruitment, overseeing key performance indicators, and collaborating on fraud trends. Ideal candidates will have over 3 years experience in fraud operations with strong leadership skills and a passion for customer service. Competitive salary, 25 days leave, and private medical cover are offered.

Benefits

Competitive salary

Pension contributions

Private medical cover

25 days annual leave plus UK bank holidays

Bonus potential

Qualifications

• 3+ years of experience in a fraud operations role with at least 1 year of team leadership experience.
• Understanding of credit card user journeys related to fraud and financial crime.
• Experience in managing people and related processes.

Responsibilities

• Lead and manage a customer-facing operational team within Fraud Operations.
• Track and influence core KPIs for the team.
• Support recruitment and development of the team.
• Collaborate with fraud strategy teams for emerging trends.
• Champion fraud awareness within the company.

Skills

Fraud operations management

Customer service

Team leadership

Tools

Telephony systems

Case management systems

Job description

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!

Fraud Operations Team Leader | Hybrid (Manchester – Minimum 2 Days Onsite)

Purpose of the Role

To lead and manage a customer facing operational team within our Fraud Operations function, ensuring exceptional customer experience, operational efficiency, and compliance with regulatory requirements.

About You

We are looking for someone with Fraud operations experience and knowledge, to manage a team of fraud investigators. We are looking for a candidate with the right attitude, ethos and knowledge to be successful and are happy to receive applications from team leaders who have experience at both managing people and fraud processes. The successful candidate will have a flair and passion for delivering exceptional customer service, providing high quality coaching, training and ongoing support to their team. We are looking for someone with a can-do attitude with the knowledge and initiative to support continued development of the Fraud Operations function. If you’re someone that loves to lead from the front, bring ideas to fruition and is an exceptional people person; we look forward to hearing from you!

Key Accountabilities

• Day to day support and prioritisation of team deliverables
• Track and influence core KPIs for an operational team
• Support recruitment and development of the team, including resource planning
• Work closely with the Fraud Operations Manager to ensure processes and SLAs are in line with regulation and dealt with adequately to levels of urgency
• Collaborate with fraud strategy teams, providing a feedback loop of emerging trends and patterns based on customer interactions
• Understand the quality of operational execution and plug any gaps through training and upskilling of team members
• Support investigations of complex fraud cases in instances where customer engagement is required
• Understand impact of fraud and financial crime processes on customer experience and drive overall satisfaction
• Championing fraud & financial crime awareness within the company and for our customers
• Managing people and HR related processes for your team

Expectations

• Leading by example and rolling up sleeves to get things done
• Embedding structure and setting the right foundations for the future
• Ability to prioritise workloads and manage time effectively
• Passionate about combatting fraud & financial crime, whilst creating a good experience for our customers
• Enable insights that allow us to simplify processes for our customers and differentiate Jaja from other products

Essential skills and Experience

• 3+ years experience working in a fraud operations role with at least 1 year of team leadership experience
• Understanding of credit card user journeys from onboarding to transaction authorisations and e-servicing, and links to fraud and financial crime
• Experience using industry standard telephony, messaging and case management systems
• Experience of managing people and people related processes

Desirable skills and experience

• Knowledgeable on regulations that apply to the credit card market
• Understanding of fraud and financial crime strategies
• Understanding of credit bureau data and industry standard fraud detection and investigation tools

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