At a Glance
- Tasks: Lead fraud operations, manage teams, and drive strategic initiatives across London and Manchester.
- Company: Join Zopa, a dynamic fintech company focused on innovation and collaboration.
- Benefits: Enjoy flexible working, competitive salary, and the option to work abroad for 120 days a year.
- Other info: Diverse workplace culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in fraud prevention while leading a passionate team.
- Qualifications: Proven experience in fraud operations and strong leadership skills required.
The predicted salary is between 80000 - 100000 £ per year.
This role leads the Fraud Operations function across London and Manchester, overseeing teams handling APP scams, account takeover, impersonation fraud, transaction fraud and disputes. It is a senior leadership position that combines 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.
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 will also have the option of working from abroad for up to 120 days a year! But no matter where you are, we’ll make sure you’ve 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.
Head of Fraud Operations employer: Zopa Bank
At Zopa, we pride ourselves on being an exceptional employer, particularly for the Head of Fraud Operations role based in London. Our commitment to flexible working arrangements, including the option to work from abroad for up to 120 days a year, fosters a healthy work-life balance while promoting face-to-face collaboration. With a strong focus on diversity and inclusion, we cultivate a vibrant workplace culture that values unique perspectives and offers ample opportunities for professional growth and development.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Fraud Operations
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech and financial services sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Showcase your expertise! When you get the chance to chat with potential employers, highlight your experience with fraud operations and your strategic mindset. Share specific examples of how you've improved operational performance or led teams to success. This will help you stand out as a strong candidate.
✨Tip Number 3
Be proactive! If you see a role that excites you, don’t wait for the perfect moment. Apply through our website and follow up with a friendly email expressing your enthusiasm. It shows initiative and keeps you on their radar!
✨Tip Number 4
Prepare for interviews by brushing up on your knowledge of current fraud trends and regulatory requirements. Be ready to discuss how you would drive AI and automation in fraud operations. This will demonstrate your passion for innovation and your fit for the Head of Fraud Operations role.
We think you need these skills to ace Head of Fraud Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Fraud Operations. Highlight your experience in managing teams and your expertise in fraud typologies like APP scams and account takeover. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your strategic vision for fraud operations and how you plan to drive performance. Don’t forget to mention your passion for AI and automation – we love that stuff!
Showcase Leadership Skills:As a senior leader, we’re keen to see examples of how you've built high-performing teams. Share specific instances where you’ve coached and developed talent, and how you’ve influenced stakeholders across different functions.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure you don’t miss out on any updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Zopa Bank
✨Know Your Fraud Operations Inside Out
Before the interview, make sure you’re well-versed in the various fraud typologies mentioned in the job description. Brush up on APP scams, account takeovers, and transaction fraud. Being able to discuss these topics confidently will show that you have the expertise needed for this senior leadership role.
✨Showcase Your Strategic Mindset
Prepare to discuss how you’ve defined and owned strategies in previous roles. Think about specific OKRs you've set and how they aligned with broader company goals. This will demonstrate your ability to think strategically and lead operational performance effectively.
✨Highlight Your People Leadership Skills
Be ready to share examples of how you’ve recruited, coached, and developed high-performing teams. Discuss your approach to building a strong team culture and how you hold team members accountable. This is crucial for a role that involves leading large teams in a fast-paced environment.
✨Prepare for Stakeholder Engagement
Since this role requires influencing senior leaders and driving cross-functional alignment, think of instances where you successfully engaged stakeholders. Prepare to discuss how you navigated complex situations and built relationships across departments like Product and Engineering.
