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Fraud Team Leader
Jaja Finance. Lead and manage a customer-facing operational team within Fraud Operations .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and managing fraud operations teams, with a strong focus on performance management, regulatory compliance, and operational excellence. Proficient in fraud investigation processes and capable of driving continuous improvement through data analysis and collaboration with cross-functional teams.
Highest-signal resume keywords
Fraud Operations ManagementPeople LeadershipRegulatory ComplianceKPI ManagementFraud Investigation Processes
ATS Keywords
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Hard Skills
Fraud Risk ManagementOperational Performance AnalysisQuality AssuranceFraud Prevention ToolsData AnalysisOperational ControlsCustomer Interaction ManagementPerformance ManagementFirst Party Fraud InvestigationThird Party Fraud Investigation
Soft Skills
CoachingTeam DevelopmentCollaborationProblem SolvingCommunication
Tools & Technologies
Case Management SystemsTelephony SystemsMessaging SystemsWorkflow Systems
Industry Keywords
UK Credit Card RegulationsFinancial CrimeFraud StrategyOperational ChangeContinuous Improvement
About the role
Key responsibilities & impact- Lead and manage a customer-facing operational team within Fraud Operations
- Lead, coach, and develop Fraud Investigators
- Drive KPIs, productivity, quality, customer outcomes, and service levels
- Monitor and manage operational controls and regulatory compliance
- Manage capability, conduct, attendance, and performance issues through structured plans
- Deliver coaching, quality reviews, and feedback sessions
- Oversee first-party fraud investigations, complex fraud cases, and customer interactions
- Support resource planning, recruitment, onboarding, and succession planning
- Work with the Fraud Operations Manager to identify, escalate, and mitigate operational risks
- Collaborate with Fraud Strategy, Financial Crime, Risk, and Customer Servicing teams on fraud trends and prevention
- Use MI, quality results, and operational insight to drive continuous improvement
- Ensure investigations meet SLAs and regulatory requirements
- Champion risk and control culture and adherence to procedures
- Support process improvements, policy changes, and operational change initiatives
- Act as an escalation point for complex fraud cases and customer complaints
Requirements
What you’ll need- Previous experience working within and/or managing First Party Fraud and/or Application Fraud teams is essential
- Minimum 3 years' experience within a fraud operations environment
- Minimum 2 years’ 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 coaching, developing, and performance managing colleagues
- Strong understanding of operational controls, risk management, governance, and compliance requirements
- Experience conducting quality assurance activities
- Ability to analyse operational data and MI
- Experience using industry-standard telephony, messaging, workflow, and case management systems
- Understanding of customer journeys across onboarding, account servicing, transaction authorisation, disputes, and fraud interactions
- Experience with credit bureau data and identity verification solutions (desirable)
- Knowledge of fraud detection, monitoring, and investigation tools (desirable)
- Experience in financial services or credit card environments (desirable)
- Lean, continuous improvement, or operational excellence experience (desirable)
- Experience supporting large-scale operational change, transformation, or system implementation (desirable)
Benefits
Comp & perks- 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 the company health insurance programme, provided by Vitality
- Access to a confidential Employee assistance programme
- Inclusive workplace and recruitment adjustments or support where required