Head of Fraud Operations

Our Story

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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!

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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

At Zopa, we’re building a Fraud and Financial Crime Tribe focused on protecting the bank and our customers across the full customer lifecycle. Bringing together Product, Strategy and Operations under one roof, the tribe is reshaping fraud operations through smarter processes, AI and automation.

This role leads the Fraud Operations function across London and Manchester, overseeing teams handling APP scams, account takeover, impersonation fraud, transaction fraud and disputes. It’s a senior leadership role combining strategic ownership, operational performance, regulatory accountability and people leadership.

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