Jaja Finance

Financial Crime

• Investigating credit card fraud & financial crime application and transactional fraud reports from start to finish
• Reviewing cases where fraud and money laundering is suspected and creating reports in close collaboration with our Head of Fraud and MLRO
• Close collaboration with Fraud & Financial Crime Strategy Leads through the observation of latest trends - providing a crucial feedback loop to inform our fraud strategy
• Delivering an exceptional customer experience to individuals impacted by fraud
• Handling fraud related customer enquiries via webchat, emails and phone calls

Fraud and Financial Crime Investigator

Compliance

• Provide timely, risk‑based compliance advice on new products, propositions, marketing activity, operational changes, and customer communications.
• Act as the primary compliance partner for key business areas, building strong relationships and influencing decision‑making.
• Interpret FCA rules and guidance (CONC, PSR, PRIN, Consumer Duty, SYSC, DISP where relevant) and translate them into practical, actionable requirements.
• Support the design and review of customer journeys, ensuring they are fair, transparent, and aligned with good‑outcome principles.
• Lead compliance input into change programmes, including regulatory change, digital transformation, and product enhancements.
• Review and challenge business MI, customer‑outcome testing, and conduct‑risk indicators, identifying emerging risks and recommending improvements.
• Provide second‑line oversight of financial promotions, customer communications, and product documentation.
• Contribute to policy development, compliance frameworks, and internal standards.
• Support the preparation for FCA interactions, thematic reviews, and supervisory requests.
• Mentor compliance colleagues and contribute to the continuous improvement of the advisory function.

Senior Compliance Business Partner

Payroll

• Collaborating with the external payroll team department to maintain employee data and update monthly payroll inputs
• Adding new joiners and removing leavers from monthly payroll
• Calculating pay adjustments and overtime compensation
• Resolving issues employees have with payslips and other payroll matters
• Supporting the Talent Partner in the employee onboarding process
• Managing IT access for new starters and leavers
• Handling human resource enquiries from other staff members

HR & Payroll Advisor

• Collaborating with the external payroll team department to maintain employee data and update monthly payroll inputs
• Adding new joiners and removing leavers from monthly payroll
• Calculating pay adjustments, and overtime compensation
• Resolving issues employees have with payslips and other payroll matters
• Checking monthly employee changes on the HR system
• Supporting the Talent Partner in the employee onboarding process
• Onboarding new joiners onto the HR software
• Managing employee HR MI system (BambooHR)
• Assisting and managing human resource enquiries from other staff members via our internal ticketing system

Customer Support

• Oversee day-to-day operations of telephony and messaging teams
• Set clear performance objectives and take accountability for achieving KPIs
• Foster a culture of accountability, collaboration, and customer-centricity
• Coach and develop team leaders to build high-performing teams
• Ensure all customer interactions meet quality standards and regulatory requirements
• Monitor service levels across channels and implement strategies to improve response times and resolution rates
• Act as an escalation point for complex or sensitive customer issues
• Manage workforce planning, scheduling, and resource allocation to meet demand
• Drive process improvements to enhance efficiency and reduce customer effort
• Utilise data and MI reporting to identify trends and inform decision-making
• Ensure adherence to FCA regulations, GDPR, and internal policies
• Maintain robust controls to mitigate operational and reputational risk
• Support audits and regulatory reviews as required
• Champion digital servicing initiatives and automation opportunities
• Gather customer feedback and insights to inform service enhancements
• Lead projects to optimise multi-channel servicing strategies

Fraud and Financial Crime Investigator

Senior Compliance Business Partner

HR & Payroll Advisor

HR & Payroll Advisor

Customer Support Manager