Head of Fraud Operations

The role

You will lead the Fraud Operations team through its next phase of development. You will own SLA delivery across all fraud queues and build clear processes, quality checks and data-led improvements.

What you will do

• Own the operational improvement roadmap and turn priorities into changes the team can action.
• Own SLA delivery across all fraud queues, including account takeover, APP scams and claims, impersonation fraud and transaction fraud.
• Build clear processes and SOPs linked to the risk each step mitigates.
• Work with Workforce Management to forecast and flex resourcing, including during fraud spikes.
• Establish a quality framework including QC, calibration and feedback loops.
• Support managers with clear escalation and incident handling.
• Bring informed judgement to account fraud, APP scams, impersonation and complex customer cases.
• Use data and MI to improve service delivery, resourcing and quality.
• Build feedback loops with Fraud Risk teams and make the case for control improvements.
• Partner with Product and Engineering to prepare processes for automation and AI-enabled ways of working.

Required qualifications

• Experienced fraud operations leader with experience in regulated financial services.
• Experience personally delivering a significant operational build or transformation.
• Practical fraud expertise covering account fraud risks and complex escalations.
• Coaching and performance management experience.
• Operational data skills for decisions on quality, service levels and capacity.
• Experience preparing processes for controlled automation or AI adoption.
• Strong SLA management and experience working with Workforce Management.
• Typology and root cause analysis skills.

Nice to have

• Experience building or scaling fraud operations in a fintech or digital bank.
• Additional fraud knowledge across current accounts and lending.

Benefits

• Flexible ways of working, including hybrid working.
• Option to work from abroad for up to 120 days a year, subject to right to work.

Before you apply

• Working from abroad is subject to having the right to work in the country of choice.
• Behavioural and competency-based interviews: AI use is not permitted.
• Technical interviews: AI use depends on the stage; the Talent Partner will say what is expected.

About the company

Zopa started in 2005 as a peer-to-peer lending company and launched Zopa Bank in 2020. The company describes itself as a bank that listens to what customers dislike about finance and does the opposite.