Head of Fraud Operations (Fintech)

Location: London, United Kingdom; hybrid with attendance at the London office 2–3 days per week. Working from abroad is available for up to 120 days per year, subject to having the right to work in the country of choice.

Company

hirify.global is a digital bank providing retail banking products and services, with fraud operations working alongside Fraud Strategy, Product, Engineering, and Compliance.

What you will do

• Lead the fraud operations function and own the operational improvement roadmap.
• Own SLA delivery and MI across account takeover, APP scams and claims, impersonation fraud, and transaction fraud queues.
• Build risk-linked processes, SOPs, quality controls, calibration, and feedback loops.
• Work with Workforce Management on queue resourcing, forecasting, capacity, and resilience during fraud spikes.
• Support managers with escalation and incident handling while coaching teams and strengthening investigative capability.
• Partner with Fraud Risk, Product, and Engineering on control improvements, automation, and AI-enabled ways of working.

Requirements

• Experienced fraud operations leadership in regulated financial services.
• Personal experience delivering a significant operational build or transformation, not only recommending changes.
• Practical expertise in account-fraud risks, complex escalations, and regulatory judgement.
• Experience coaching and managing performance while demonstrating operational work directly when needed.
• Experience building SOPs, dashboards, and team capability in fast-moving environments with incomplete data or unvalidated processes.
• Operationally rigorous and data-led, with experience using MI, SLA management, Workforce Management, resourcing, resilience, typology analysis, and root cause analysis.
• Experience preparing processes for controlled automation or AI adoption.
• Ability to communicate clearly with senior stakeholders, challenge constructively, and follow through on agreed actions.

Nice to have

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

Culture & Benefits

• Hybrid working with face-to-face collaboration and a focus on work-life balance.
• Option to work from abroad for up to 120 days per year, subject to the right to work in the relevant country.
• Commitment to an inclusive workplace free from discrimination, with a DE&I forum and reasonable adjustments available during hiring.
• AI is used across the business; expectations for AI use vary by interview stage, with behavioural and competency-based interviews requiring candidates not to use AI.

Hiring process

• Do not use AI during behavioural and competency-based interviews.
• AI use in technical interviews depends on the role; the Talent Partner will confirm expectations, and where permitted, assess the tools, reasoning, and decisions used.