Head of Fraud Operations

Zopa

London, United KingdomYesterday

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Skills

calibrationfraud preventionperformance managementquality controlroot cause analysisworkforce management

About the 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 strengthening 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 willingness 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 clearly, 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