Operations Optimisation Manager

JaJa Finance Ltd; Manchester; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading finance company seeks an Operations Optimisation Manager to enhance customer operations by leading teams focused on workforce planning, quality assurance, and operational training. This high-impact role offers autonomy and opportunities for significant contributions in a growing fintech, with hybrid working arrangements.

Benefits

Hybrid working (2 days per week in Manchester office)

Competitive salary, bonus and benefits

Private medical cover

25 days annual leave + bank holidays + your birthday off

Qualifications

• Strong experience in Operational Excellence within financial services.
• Hands-on leadership experience, building and coaching teams.
• Expertise in customer service environments.

Responsibilities

• Lead continuous improvement initiatives across Customer Operations.
• Oversee resource planning and forecasting across multiple channels.
• Monitor operational KPIs and provide actionable insights.

Skills

Operational Excellence

Continuous Improvement

Leadership

Data Analysis

Stakeholder Management

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

We're Hiring: Operations Optimisation Manager - Jaja Finance

At Jaja Finance, we're redefining the world of consumer finance-simplifying credit and putting customers back in control. We're on a mission to Make Simple, and now we're looking for an experienced Operations Optimisation Manager to help take our customer operations to the next level.

This is a brand-new, high-impact role where you'll lead and develop our Workforce Planning, Quality Assurance, and Operational Training teams, driving operational performance and exceptional customer experiences across all channels-including inbound telephony, digital chat, complaints and collections.

You'll shape our continuous improvement agenda, using data and insights to drive smarter decisions, increase efficiency, and optimise service delivery. This role comes with significant autonomy-ideal for someone who thrives on solving complex operational challenges and wants to make a real difference.

What you'll be doing:

• Lead continuous improvement initiatives across Customer Operations-delivering efficiency, quality, and standout customer experiences

• Build and manage high-performing teams across Workforce Planning, Training & Quality Assurance

• Oversee resource planning and forecasting to meet customer demand across multiple contact channels

• Design and deliver engaging training programs to support employee development, onboarding, and performance

• Drive robust Quality Assurance frameworks to ensure consistently high service standards and regulatory compliance

• Monitor operational KPIs, develop dashboards, and provide actionable insights to leadership

• Use Lean, Six Sigma or other improvement methodologies to solve problems and remove inefficiencies

• Partner with senior stakeholders in Operations, Tech, Product, and Customer Experience to align initiatives and drive change

• Foster a culture of accountability, continuous learning, and innovation across the Operations function

About You:

We're looking for someone with:

• Strong experience in Operational Excellence, Continuous Improvement, or Operations Management within financial services

• Hands-on leadership and line management experience-comfortable building, coaching, and scaling high-performing teams

• Expertise in customer service environments such as contact centres or back-office operations

• A passion for using data to solve operational challenges and improve customer journeys

• Familiarity with Lean, Six Sigma, or other process improvement methodologies

• Solid knowledge of workforce planning, training, and QA within regulated environments

• Excellent communication, collaboration, and stakeholder management skills

• Strong understanding of regulatory standards and risk within financial services

Why Jaja?

• Opportunity to make a big impact in a high-growth Fintech

• Autonomy to shape and lead your own function

• Hybrid working (2 days per week in Manchester office)

• Competitive salary, bonus and benefits

• Private medical cover

• 25 days annual leave + bank holidays + your birthday off

If you're ready to challenge everything, own it, and make simple happen-this is your chance to join a company where tech, data, and people come together to drive change.

Apply today and be part of something exciting!