Plum

Financial Planning and Analysis

• Provide Tech-Enabled Advice: Deliver high-quality, video-first financial guidance and advice to Plum’s mass affluent customer base, focusing on wealth accumulation, tax wrappers (ISAs, Pensions), and goal-based planning.
• Convert Centralised Leads: You will not need to build your own "black book." You will consult with highly engaged, pre-qualified Plum users who are actively seeking human advice to take their investments to the next level.
• Shape the Wealth Roadmap: Act as the voice of the customer. You will collaborate directly with our Director of Wealth Strategy, Product and Engineering squads to refine Plum’s wealth offerings, ensuring our digital journeys complement your human advice.
• Ensure Best Practice: Maintain the highest standards of FCA compliance, utilizing our proprietary tech stack to generate automated, accurate, and highly personalized suitability reports without the traditional administrative drag.

Financial Adviser

Product Manager

• Lead the strategy and execution for Plum’s Payments and FinCrime platforms, covering areas such as payment orchestration, fraud prevention, AML transaction monitoring, and safeguarding controls.
• Define and deliver large-scale, cross-functional initiatives that enable fast, reliable, and compliant money movement, while embedding intelligent financial crime detection across the customer journey.
• Design and scale highly reliable systems where payments are processed in real time and transactions are continuously evaluated for fraud and compliance risks, ensuring full traceability and auditability.
• Balance customer experience with risk controls, ensuring fraud and compliance measures are effective but minimally intrusive to Plum’s simple and automated user experience.
• Partner closely with engineering, data, risk, compliance, operations, and external partners to ensure product decisions align with regulatory expectations, internal controls, and business objectives.
• Leverage data, automation, and machine learning to continuously improve fraud detection, reduce false positives, and enhance the efficiency of financial crime operations.
• Build platform capabilities that enable internal teams and partners to integrate seamlessly with payments and FinCrime systems, supporting scalability as Plum grows.
• Lead, mentor, and scale a team of Product Managers, fostering strong product thinking, clear ownership, and high-quality execution.

Group Product Manager – Payments, FinCrime

Customer Success Manager

• Own onboarding and continuous training programs for Plum’s Customer Success agents
• Develop digital educational material (e.g. videos and manuals) and constantly update the existing content
• Organize training sessions, workshops onsite and remotely, about product features and Support techniques
• Develop the quality assurance framework, scorecards and calibration processes
• Partner with Team Leads to support performance improvement and targeted coaching plans
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic knowledge for Plum products including communication and troubleshooting skills
• Review QA insights to identify individual and team skill gaps and liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Continuously improve learning processes, support quality and knowledge management practices

Financial Adviser

Group Product Manager – Payments, FinCrime

Customer Success Lead – Training & Quality