Head of Operations Change

6 days ago

London, United Kingdom JaJa Finance Ltd Full time

**About Jaja**

Our Mission: To be the UK’s Digital Lender of Choice

Our Company Values: Collaboration, Excellence, Innovation, Empathy, Passion

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.

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.

We will delight our customers - making the customer experience simpler, more enjoyable, more intelligent - treating customers fairly and giving them more control of their money.

**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.

We have a collaborative team structure fuelled by an exciting mix of people welcoming both experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself

**About the Role**

The C&CI team are the central support team for operations, supporting frontline colleagues & the business to deliver a great outcome for customers, which are aligned to our brand vision to be ‘the number on digital lender in the UK”.

The team currently cover the following areas:

- Change management
- Operational & Tactical QA
- Operational Training
- Workforce Planning (short to long range forecasting)

As Head of C&CI you are here to lead a multi-talented, diverse support team, who complement each other to support service delivery. You and the team will ensure the advancement of our digital & human servicing capabilities across technology, channels, and business processes.

You may not be an SME in all areas but you will need to be hands-on, learning fast whilst able to see the bigger picture. You should be confident in managing resources and relationships across multiple areas; passionate about making a difference; and driving a robust yet efficient business. You will be able to leverage an eclectic set of skills across the entire organisation to create the best opportunities to ensure we offer a service to our customers which aligns to the brand.

In addition, you will bring organisation, structure, governance and planning to ensure the successful delivery of our objectives. Confident in engaging with senior colleagues; passionate about making a difference; and eager to be outside of your comfort zone when new challenges arise. Every day will offer a new opportunity

**Your responsibilities will include**:

- Curating and delivering a varied, prioritised roadmap of change, in partnership with teams within operations and around the business.
- Analysing data, interactions, and problems to create opportunities to innovate to ensure that the Customer Experience and Operations are Faster, Better, Cheaper
- Create and deliver a training to support new hire, movers, and continuous learning.
- Track and monitor training to ensure new starters are trained and competent to carry out their roles
- Conduct Quality Assessment on all customer interaction types (internal and 3rd party) as a key control in our risk framework.
- Conduct customer journey reviews to ensure the processes are working as expected and that we are delivering good customer outcomes.
- Keeping up to date with industry advances, bringing new ideas to the table
- Inform, resource plans and budget through demand and FTE forecasting / planning.
- Support real time resource effectiveness & dialer effectiveness
- Participate as a key member of the COO team
- Provide appropriate reporting, communication relating to the performance and activities of C&CI
- Support the Business priorities including onboarding of new business whether that’s new Jaja customers, Co-Brand delivery or acquired portfolio migrations

**Experience & Qualifications required**:
**Required**:

- Credit Card and Financial Services Experience - especially within Operations & Change
- Experience of how data driven innovation and technology can optimise the Customer Experience and optimise operational delivery
- Experience of leading a multi-disciplinary team
- FTE Budgeting and Planning
- Strong delivery approach, including the ability to work under pressure and to tight timescales to meet deadlines
- Ability to work with mínimal supervision within a dynamic team environment
- Well-developed Excel/PowerPoint skills
- Well-developed verbal and written communications skills, including dealing with a wide variety of stakeholders
- Ability to understand and simplify complex information and situations.
- Ability to source or create information and data

**Desired**:

- Experience of Lean Agile delivery
- Project Management certification or significant project experience

**Personal qualities**
- Curious
- Innovative mindset
- Tenacity to get the job done
- Likes to collaborate
- Self-motivated
- W

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