Head of Fraud Operations

About this role

Our Story Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com ! We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces. If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife Our Fraud Operations team helps protect customers across retail banking. Working across London and Manchester, the team partners with Fraud Strategy, Product, Engineering and Compliance to respond to fraud and improve how we prevent it. Reporting to our Associate Director of Fraud and Financial Crime, you’ll lead the operation through its next phase of development. You’ll work closely with existing managers to strengthen processes, build capability and turn operational insight into practical improvements. A day in the life:: • Take ownership of the operational improvement roadmap, turning priorities into changes the team can effectively action. • Own SLA delivery across all fraud queues, including account takeover, APP scams and claims, impersonation fraud and transaction fraud, with a close eye on the MI • Build clear, consistent processes and SOPs in which every step is linked to the risk it mitigates, so that the team can move from following instructions to making confident, risk based judgements. • Understand the resourcing needs of each queue and work with Workforce Management to forecast and flex appropriately, including during fraud spikes • Establish a quality framework, including QC, calibration and feedback loops, that raises the standard of decisions and builds investigative capability across the team • Support managers to run a confident operation, with clear escalation and incident handling. • Bring informed judgement to account fraud, APP scams , impersonation and complex customer cases. • Use available data to improve service delivery, resourcing and quality, while strengt hening the evidence over time. • Use data and MI proactively to understand what's driving performance, celebrate what good looks like, and make sure insight from the ground informs resourcing, development and continuous improvement • Build feedback loops with Fraud Risk teams and make a clear case for control improvements. • Use data and MI proactively to understand what's driving performance, celebrate what good looks like, and make sure insight from the ground informs resourcing, development and continuous improvement • Partner with Product and Engineering to prepare effective processes for automation and AI-enabled ways of working. • Bring a bias towards action: agree a workable standard quickly, put it into practice, and refine it as you learn About you:: • An experienced fraud operations leader with experience working within regulated financial services . • Your experience includes personally delivering a significant operational build or transformation, not simply recommending changes. • Fast-moving environments suit you, and you can show how you delivered without always having access to complete data or validated processes. • Practical fraud expertise enables you to handle account-fraud risks and complex escalations, supported by sound regulatory judgement. • Coaching and performance management are strengths, alongside a willi ngness to demonstrate the work yourself when needed. • Unafraid of rolling up your sleeves: happy to write the first SOP, build the first dashboard and coach the first cohort yourself, while also leading a large team day to day • Operational data informs your decisions on quality, service levels, capacity and improvement priorities. • Experience preparing processes for controlled automation or AI adoption. • Senior stakeholders trust you to communicate c learly, challenge constructively and follow through on agreed actions. • Operationally rigorous and data led: close to the MI, strong on SLA management, experienced in working with Workforce Management on resourcing and resilience, and confident using typology and root cause analysis to decide where to focus. Added bonus:: • Experience building or scaling fraud operations in a fintech or digital bank. • Additional fraud knowledge across current accounts and lending. #LI-LH1 At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week. You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one. *Subject to having the right to work in the country of choice Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. Our approach to AI in interviews At Zopa, AI isn't something we're testing out — it's part of how we work every day. As a proud partner of Jobs 2030 , we're committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs. Because of that, we want to be transparent about how we think about AI use during our hiring process. Behavioural and competency-based interviews : please don't use AI . These conversations are designed to understand you — your experiences, your judgment, and how you've approached real situations. An AI-generated answer can't tell us that. What it can do is get in the way of us finding out whether we're the right fit for each other. Technical interviews: it depends on the role. Some technical stages actively welcome AI use, others don't. Your Talent Partner will let you know what's expected at each stage. Where AI is part of the assessment, we'll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.