Customer Support Manager

Customer Support Manager

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. Working closely with our scheme provider and leveraging our own consumer credit license authorised by FCA, we are challenging an industry that has seen little real innovation in nearly twenty years.  

As a result, the business is growing rapidly, and we are on the lookout for immense talent across the organisation   

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.  

Purpose of the Role  

As the Customer Support Manager, you will manage the Complaints and Complex Queries functions in Jaja Ops and provide counsel and support across the wider Jaja Ops team. 

In addition, you will represent Jaja Ops on initiatives and projects led by change and working with Commercial, Compliance, Finance and HR, and deputise for the Head of Operations when required.  

What’s the opportunity?  

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.  

Key Accountabilities:  

• Overall responsibility for both the Complaints and Complex Queries functions, working to both hybrid and remote models   

• Serve as a deputy for the Head of Operations producing MI, materials and presentations as required, responding to ad hoc questions and requests, and representing the Operations function when required  

• Lead the delivery of effective Complaints handling for Jaja Finance. Including the liaison with the Financial Ombudsman Service (FoS).
• Effective collation, oversight and reporting of all Complaints and Complex Queries KPIs, proactively identifying opportunities for improvement, intervening when required and supporting those managed by other functions or teams  

• Manage all Complaints KPIs to agreed standards, serving as the point of escalation on how to handle complaints and GOGW and managing all regulatory returns with Compliance The successful candidate will lead Team Leaders and colleagues in the effective delivery of excellent quality and fair outcomes which demonstrate Consumer Duty principles and meet regulatory standards. 

Essential skills and Experience  

Experience of Operations Management   

Experience of consumer Financial Services  

Experience of managing complex processes across the customer journey  

Experience of deputising for senior colleagues  

Experience of managing a team across hybrid and fully remote contracts  

Knowledge in DISP and credit related disputes 

Experience of creating, analyzing, and presenting data to inform decision making 

Strong customer focused approach  

Effective communication, presentation, and stakeholder management skills  

Ability to lead teams, drive colleague engagement and satisfaction  

Evidence of delivery and execution focus within a demanding environment and managing conflicting priorities  

Understanding of Consumer Duty Principles in the context of Complaint and Dispute resolution 

Preferred skills and Experience  

Experience of Complaints and ‘back office’ processes  

Experience of Credit Card  

Experience of TS2  

Evidence of a strong track record of exceeding objectives