Head of Fraud Operations (Fintech)

TL;DR

Head of Fraud Operations (Fintech): Leading the fraud operations function to protect the bank and customers across the full lifecycle with an accent on smarter processes, AI, and automation. Focus on strategic ownership, operational performance, and regulatory accountability for APP scams, account takeover, and transaction fraud.

Location: Hybrid (must be based in London and attend the office 2-3 days a week)

Company

Zopa is a digital bank redefining finance by putting people first and building a business that empowers its customers.

What you will do

• Define and own the strategy and OKRs for Fraud Operations in alignment with tribe and wider Zopa goals.
• Manage operational performance across the function, owning SLAs, quality, customer outcomes, and operational resilience.
• Oversee the Fraud Ops budget, balancing service quality, efficiency, and cost.
• Drive the adoption of AI and automation to improve performance and strengthen controls.
• Act as the senior escalation point for complex or high-value fraud cases.
• Collaborate with Product, Engineering, Risk, and Compliance to influence priorities across senior forums.

Requirements

• Proven experience as a fraud operations leader managing large teams within financial services or fintech.
• Deep expertise in retail banking fraud typologies, including APP scams, account takeover, and transaction fraud.
• Strong track record of owning OKRs, budgets, and operational performance.
• Comprehensive understanding of fraud risk, controls, governance, and regulatory obligations.
• Must be based in London to work from the office 2-3 days a week.
• Ability to influence senior leaders and drive cross-functional alignment.

Nice to have

• 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.

Culture & Benefits

• Flexible ways of working with a focus on face-to-face collaboration and work-life balance.
• Option to work from abroad for up to 120 days a year (subject to right to work).
• Inclusive workplace with nearly 50 nationalities and a dedicated DE&I forum.
• Recognized as one of the UK's Most Loved Workplaces.