FinTech

Posted 4 days ago

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**Head of Fraud Operations** leads strategic, operational, and regulatory aspects of Fraud Operations. Oversee teams handling APP scams, account takeover, and transaction fraud across London and Manchester. Define strategy, improve performance via AI/automation, and drive cross-functional alignment. Requires senior fraud operations experience in financial services, strong leadership skills, and expertise in fraud typologies and risk management. Manage budgets, regulatory accountability, and develop high-performing teams.

Compensation: Not specified GBP
City: London, Manchester
Country: United Kingdom

Full Job Description

Our Story

Hello there. Were 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 dont like about finance and does the opposite. Were redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre weve 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!

Were incredibly proud of our achievements and none of it would be possible without the amazing team here. Its not just industry awards were winning, weve also been named in the top three UKs Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, youll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

At Zopa, were 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. Its a senior leadership role combining strategic ownership, operational performance, regulatory accountability and people leadership.

A day in the life:

Define and own the strategy and OKRs for Fraud Operations, aligning to tribe and wider Zopa goals

Lead operational performance across the function, owning SLAs, quality, customer outcomes and operational resilience

Own the Fraud Ops budget, balancing service quality, efficiency and cost

Use MI, KRIs and operational insight to improve performance and strengthen controls

Drive adoption of AI and automation across the function

Act as the escalation point for complex or high-value fraud cases

Represent the function at senior forums, influencing priorities across Product, Engineering, Risk and Compliance

Ensure processes, procedures and training remain aligned to regulatory requirements and audit expectations

Recruit, coach and develop high performing fraud leaders and specialists

About you:

Experienced fraud operations leader with a strong track record managing large teams within financial services or fintech

Deep expertise across retail banking fraud typologies including APP scams, account takeover and transaction fraud

Strong strategic and operational leader with experience owning OKRs, budgets and operational performance

Strong understanding of fraud risk, controls, governance and regulatory obligations

Credible escalation point for complex or ambiguous fraud cases

Passionate about improving operations through AI, automation and smarter ways of working

Strong stakeholder operator who can influence senior leaders and drive cross functional alignment

Strong people leader who builds high performing teams through coaching and accountability

Added bonus:

Experience within digital banking or fast growth fintech environments

Exposure to current accounts, lending or credit card fraud operations

Experience working closely with Product and Engineering teams

Familiarity with SAR governance and financial crime escalation processes

#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, well make sure youve 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.

Full Job Description

Our Story

Hello there. Were Zopa.