Fraud Team Leader

🛡️ Fraud Team Leader

🌍 Hybrid, 2 days per week in office

📍 Manchester, XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ

📂 Operations

🕒 Full Time

💷 £39,000 - £41,000

 

Who we are

Jaja is a UK‑based consumer finance business with a simple mission: to empower customers to buy, borrow and build using smart tech, strong data, and clear design. We launched our digital credit card in 2018 and we’re continuing to grow, with new products and experiences in the pipeline. Our goal is to strip out unnecessary complexity and give people more control over their money — or as we put it, Make Simple. Our values guide how we work: Care Deeply. Adapt & Thrive. Challenge Everything. Go For It. Own It. Make It Simple. We’re scaling quickly, and there’s a lot of exciting change happening across the business.

 

Fraud Team Leader

You'll lead and manage a customer-facing operational team within the Fraud Operations function, ensuring exceptional customer outcomes, strong operational performance, effective risk and control management, and compliance with all regulatory and policy requirements. 

The role is responsible for creating a high-performing culture through effective leadership, coaching, performance management, quality oversight, and continuous improvement, whilst ensuring fraud risks are identified, investigated, and mitigated appropriately. 

 

 

About You 

We are looking for an experienced Fraud Operations Team Leader with a strong understanding of both first-party and third-party fraud risks, who can confidently lead a team of fraud investigators within a fast-paced operational environment. 

The successful candidate will have a proven track record of delivering operational excellence through strong leadership, coaching and development of people, robust control management, and effective performance oversight. You will be passionate about developing colleagues, driving high-quality investigation standards, and delivering the right outcomes for both customers and the business. 

You will be comfortable balancing customer experience, fraud prevention, operational efficiency, and regulatory obligations, while using data and insight to drive performance improvements and mitigate operational risks. 

We are looking for someone with a proactive, hands-on approach who enjoys leading from the front, challenging existing ways of working, and embedding a culture of accountability, ownership, and continuous improvement across the team. 

 

Key Accountabilities 

• Lead, coach and develop a team of Fraud Investigators to deliver strong customer and business outcomes. 

• Drive operational performance through effective management of KPIs, productivity, quality, customer outcomes, and service levels. 

• Monitor and manage operational controls, ensuring compliance with regulatory requirements, internal policies, procedures, and risk frameworks. 

• Take ownership of team performance, identifying and addressing capability, conduct, attendance, and performance issues through structured performance management and development plans. 

• Deliver regular coaching, quality reviews, and feedback sessions to improve colleague capability, technical knowledge, decision making, and investigation standards. 

• Ensure robust oversight of fraud case handling, including first-party fraud investigations, complex fraud cases, and customer interactions. 

• Support resource planning, recruitment, onboarding, and succession planning activities. 

• Work closely with Fraud Operations Manager to ensure operational risks are identified, escalated, and mitigated appropriately. 

• Collaborate with Fraud Strategy, Financial Crime, Risk, and Customer Servicing teams to identify emerging fraud trends and improve fraud prevention capabilities. 

• Use MI, quality results, and operational insight to drive continuous improvement initiatives and enhance team performance. 

• Ensure all customer and fraud investigations are handled within agreed SLAs and regulatory requirements. 

• Champion a strong risk and control culture, ensuring colleagues understand and adhere to operational procedures and controls. 

• Support the implementation of process improvements, policy changes, and operational change initiatives. 

• Act as an escalation point for complex fraud cases and customer complaints where required. 

 

Expectations 

• Lead by example and demonstrate visible leadership across the operation. 

• Foster a high-performance culture through accountability, coaching, and continuous development. 

• Maintain strong operational discipline and control effectiveness. 

• Balance customer experience with fraud prevention and risk management objectives. 

• Drive continuous improvement through data-led decision making and operational insight. 

• Build strong stakeholder relationships across Fraud, Financial Crime, Risk, Compliance, and Customer Servicing teams. 

• Create an environment where colleagues feel empowered, engaged, and supported to perform at their best. 

• Demonstrate resilience and sound judgement when managing operational challenges and competing priorities. 

 

Essential Skills and Experience 

• Proven experience in Fraud Operations, including significant exposure to First Party Fraud investigations and typologies. 

• Minimum 3 years' experience within a fraud operations environment. 

• Minimum 2 years’ of people leadership experience within a regulated operational environment. 

• Knowledge of UK credit card regulations and the regulatory environment governing fraud and financial crime. 

• Experience leading teams responsible for both First Party and Third Party Fraud investigations. 

• Understanding of Fraud Strategy functions and fraud prevention tools. 

• Strong understanding of fraud investigation processes, customer interactions, and fraud risk management principles. 

• Demonstrable experience managing operational performance through KPIs, SLAs, quality, productivity, and customer outcome measures. 

• Proven experience of coaching, developing, and performance managing colleagues to improve capability and results. 

• Strong understanding of operational controls, risk management, governance, and compliance requirements. 

• Experience conducting quality assurance activities and identifying opportunities for performance improvement. 

• Ability to analyse operational data and MI to identify trends, risks, and improvement opportunities. 

• Experience using industry-standard telephony, messaging, workflow, and case management systems. 

• Excellent communication, stakeholder management, and decision-making skills. 

• Strong organisational skills with the ability to prioritise competing demands and maintain focus on customer and business outcomes. 

• Understanding of customer journeys across onboarding, account servicing, transaction authorisation, disputes, and fraud interactions. 

 

Desirable Skills and Experience 

• Experience working with credit bureau data and identity verification solutions. 

• Knowledge of industry-standard fraud detection, monitoring, and investigation tools. 

• Experience operating within a financial services or credit card environment. 

• Lean, continuous improvement, or operational excellence experience. 

• Experience supporting large-scale operational change, transformation, or system implementation activities. 

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   
• Pension contributions, including Salary Exchange facility
• Annual bonus potential
• Private medical cover 
• 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days). 
• Your birthday off each year as an additional day's leave
• 4x life insurance cover 
• Option to join our company health insurance programme, provided by Vitality
• Access to our confidential Employee assistance programme 

 

We're committed to creating an inclusive workplace where everyone feels valued, respected, and able to thrive. We welcome applications from all qualified candidates and encourage applications from LGBTQ+ individuals, people with disabilities, neurodivergent individuals, and those from ethnic minority and diverse religious backgrounds. We believe that different perspectives strengthen our team, drive innovation, and help us better serve our customers. If you require any adjustments or support during the recruitment process, please contact our Talent Partner.