Fraud + Fincrime Operations Manager

What’s Yonder?

“It's as if Time Out, Amex and Monzo had a baby” - Will T, Yonder Member

We’re building the financial membership of the future. Starting with a credit card that has fun and experiences at its core, we’re the antithesis to your parents’ stuffy, corporate, boring credit card.

Whilst tech is revolutionising the finance industry, credit is still stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone.

We've raised an additional £23.4M in September 2024 to grow our team, launch even better rewards and fast-track our expansion outside the UK.

Sounds cool. What’s my part in this?

Over the last 18 months we've added a free membership tier, hundreds of new independent partners around the country, and countless product improvements. We've maintained a 4.6 TrustPilot rating and are the number one ranked credit card with Smart Money People. Our customers really love us (and we love them back... hi!).

As we’ve grown, the types of fraud and fincrime our customers are seeing is constantly changing - and the way we respond to this needs to change rapidly as well. We’re looking for a dedicated Fraud + Fincrime Operations Manager to join our operations team (reporting into MC, our VP Strategy & Operations) and own this as we scale.

If you’re passionate about fraud and financial crime, and geek out over operational excellence, we’d love to chat.

What you’ll do

In this role, you will:

• Own the day-to-day Fraud and Fincrime Operations at Yonder - this means ensuring we have the best processes and ways of working in place to deliver great results. We’ll work together to develop key metrics for success (including response times, productivity, losses prevented, and CSAT), and measure your impact against them. You’ll need to be comfortable with the regulatory rules for fraud + fincrime, and be able to set processes that take these into account. You’ll also need to be comfortable with managing rapid incident response to larger-scale fraud attacks or patterns.
• Manage our superstar Senior Fraud Operations Associates JoJo and Tommy - you’ll support with day to day work and ensure excellent longer-term progression opportunities for the team as well. We’re a growing business, so you’re also likely to grow the team with a new hire or two over the next 12 months!
• Balance business needs with customer outcomes - fraud & fincrime decisions aren’t straightforward. You’ll need to balance the business impact of losses, with customer experience and outcomes.
• Work hand-in-hand with our analytics team to ensure we have the best possible detection rules in place - you’ll need to have an eye on trends and patterns in fraud and fincrime cases, as well as which rules are driving the most false positives or negative customer impact. This will feed directly into creating new rules or refining existing ones.
• Plan for the long-term - we have exciting growth plans for 2025 and beyond. You’ll need to constantly adapt the way we work & handle fraud and fincrime cases - this includes process changes as well as introducing new tools (like AI agents or copilots).

You're a great fit if you

Are passionate about fraud operations – You’ve spent time working in fraud operations and have a strong grasp of best practices, trends, and regulations. Bonus points if you also have experience managing financial crime cases, but if you don’t we’d still love to hear from you (as long as you are keen to learn!).

Love growing and developing a team – You’re an experienced manager and coach and see your team’s growth as your own growth. We take team development really seriously at Yonder, and expect you to as well!

Have a detective mindset and love getting to the bottom of a case – No two fraud or fincrime cases are the same, and you’ll need to dig into the details of each case you manage to make the best judgment you can.

Can balance empathy with business needs – You genuinely care about helping our customers but you also understand the importance of keeping Yonder financially healthy.

Communicate with clarity and confidence – Whether it’s talking to customers, working with our member support team, or sharing insights across the business, you’re great at making complex things simple.

Love working with other teams - There will be a lot of collaboration in this role - particularly with the analytics team for making and refining rules. It’s important you’re comfortable with data, trends, and working cross-functionally.

Are a self-starter – You take ownership, anticipating issues before they arise and refining processes along the way. In a fast paced environment like Yonder, you confidently juggle multiple priorities without missing a beat. There’s tons of room to grow in this role and at Yonder, so if you’re eager to develop your skills, take on new challenges, and help shape the future of fraud & financial crime at Yonder, you’ll thrive here.

You won’t be a great fit if you

See Fraud + Fincrime Operations as just protecting Yonder - We’re here to support our members through difficult experiences and educate them about dangers and risks as well. If you’re all about the bottom line, this isn’t the role for you.

Don’t want to get stuck in on cases - you’ll always need to manage some cases and escalations yourself. This direct customer contact should be exciting, and a part of the role you enjoy!

Prefer rigid processes over continuous improvement – We’re always testing, tweaking, and evolving. If you like things set in stone, you might find our pace frustrating.

Aren’t comfortable with ambiguity – We’re a growing company, and not everything is perfectly mapped out. You’ll need to figure things out, not just follow instructions.

Aren’t data-driven – We rely on metrics and insights to shape our approach. If you don’t enjoy diving into numbers and trends, you might not love this role.

Prefer working solo, or just within your team – This role is highly collaborative. If you’d rather work in isolation, you might not enjoy the team dynamic here.

What’s it like working at Yonder?

We’re office-first, remote-friendly

We’re based in our Hoxton office, complete with a terrace, breakfast, coffee (from a barista), dogs, beer taps and plenty of comfortable space to do your best work. We expect you to be in the office at least 3 days a week, with everyone coming in on Mondays.

We take a values-led approach

Our principles are incredibly important to us, so we recommend you check them out here: Our DNA

We take development really seriously

We have a pretty structured process for progression, with fortnightly one-on-ones and quarterly peer perspectives. We also take some time at the end of each week to reflect and celebrate what we’ve learned and achieved.

What’s in it for me?

Depending on your skill set and what you can bring from day one, you’ll be looking at:

£58,551 - £62,938 annual salary

£50,282 - £59,056 stock options

Plus

️ 35 holidays (27 days annual leave + 8 days public leave)

️ 2x per year team-building offsites

️ Private healthcare with Vitality, including mental health, dental & vision cover

️ 16 weeks enhanced parental leave for all parents after being with Yonder for 1 year

️ Financial coaching with Octopus Money

️ Learning & training allowance (£750/year) that you can use on books, courses, etc

️ Regular team events like Mini-golf, Escape Room, Cocktail making, or breakfast/lunch with other members of the team!

️ Cycle-to-work scheme

️ Fresh pour-over coffee made by our very own CEO, Tim

What’s the interview process like?

We take the candidate experience really seriously, so we’ve made the process as transparent as possible. We also promise to be super responsive, and will never leave you wondering where you stand for weeks on end.

Here’s how it works:

• Stage 1 - Intro call (45 mins): You will have an initial Zoom call with MC to find out more about you and to tell you more about us.
• Stage 2 - Case interview (60 mins): We’ll work through a live case study during this interview to go over your technical skills. This would ideally be in person in our office (but virtual is OK!). This round will be with MC and Rachel (our Senior Member Support Manager)
• Stage 3 - Face-to-face interview (2 hours): Two 60-minute interviews to learn more about how you work. This will also be a great opportunity for you to meet the rest of the team so we would love it if you can come into the office for it! Interviews will be structured as follows:
• Experience interview: We’ll deep dive into your CV and talk about your past experiences. This stage will be with JoJo and Theso (our Chief Risk Officer)
• Values interview: We want to learn more about how you work - we’ll ask you questions related to our principles (Our DNA). This stage will be with Tommy and Antony (our Escalations Manager)
• We’ll also include a 15-minute comfort break ️
• Stage 4 - Offer: If everyone’s happy, we’ll make you an offer to join us - YAY! We hope to always give you a decision between each stage within 24 hours (where possible).

Other things to know:

• We love closing the feedback loop at Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more.
• We must complete right to work & criminal, politically exposed persons, and default to credit notice background checks for every new Yonder-er for compliance purposes because we handle sensitive customer data.
• We also do reference checks, ideally with your most recent manager on the phone.
• We like to move quickly at Yonder, so we will be ready to onboard you once the above checks are complete - the entire process can take between 2 - 6 weeks.

We know that diverse teams build better products. If you’re from an under-represented community, we’d especially love to hear from you.

Even if you don’t feel 100% qualified, please do apply anyway. Your attitude and desire to grow are just as important as your experience.