Fraud Team Leader – Investigations in London

The Role

As a Fraud Team Leader at Zopa, you’ll lead the day‑to‑day running of our fraud investigations and recovery team within the Fraud Operations Tribe.

You’ll manage and motivate a team of fraud specialists to deliver great customer outcomes, in line with Zopa’s purpose – ‘Home of Money’.

You’ll bring deep knowledge of fraud typologies, operations and processes across multiple products, a strong grasp of relevant regulation and law, and the confidence to handle impersonation, scams, account takeover and complex cases.

Just as important, you’ll use data and insight to drive team performance, build a customer‑first culture, and keep improving how we work – including how we use AI.

Working Pattern

This is a hybrid role, with the team working in the office one day a week.

Your working week will consist of 7½ hour shifts scheduled between 8:00 am and 8:00 pm, Monday to Friday.

You will also be required to work one day of the weekend every other week, from 9:00 am to 5:30 pm, which will be worked remotely.

If you work a weekend day, you will receive a day off during the week in lieu.

Some bank holidays per year are also required, with time off in lieu.

Optionally, you can work from abroad for up to 120 days a year, subject to having the right to work in the country of choice.

• A Day In The Life
• Monitor team performance – review daily KPIs with your specialists and check in throughout the day to offer support.
• Use performance data and management information, at both customer and agent level, to spot trends, target coaching, and reallocate work as demand changes.
• Review and decide the outcome of complex investigations, giving clear rationale and escalating where needed to the Senior Fraud Manager.
• Be the point of contact for the fraud team – support new joiners when they start, allocate and oversee their training with a Senior Fraud Specialist or competent colleague, and monitor sign‑off.
• Hold regular team meetings and one‑to‑one sessions with your Fraud Specialists, giving timely, fair and constructive feedback.
• Support our workforce management team on agent schedules and work closely with the wider Fraud Operations Team Leaders to manage peak weeks.
• Take escalated calls to offer further support and advice to our customers.
• Receive and respond to feedback from other operational areas, such as QC results, complaints, and customer service.
• Make sure investigations align with internal policies, regulatory requirements and industry best practice – monitor controls, fix issues, and prevent them recurring.
• Stay informed on emerging scam and fraud trends across the industry, and look for ways to improve processes and embed better ways of working – including practical, safe uses of AI in the team.
• Represent fraud in internal and external meetings where the Senior Fraud Manager cannot attend or needs extra support.
• Support the wider Senior Fraud Ops leadership team on additional tasks and project work and assist the Senior Fraud Manager with anything further support they need.

About You

• Proven leadership experience within fraud operations, ideally in a fintech or digital bank in a similar role.
• Strong working knowledge of fraud typologies.
• Hands‑on experience in handling fraud investigations, particularly across multiple products.
• Experience responding to fraud risk events as they arise.
• Current understanding of fraud and AML laws and the PSR regulations, and how these apply to day‑to‑day processes.
• Ability to present and communicate complex cases to an audience outside of fraud operations.
• Confident using performance data and MI to understand performance, make decisions and target coaching.
• Strong communication and interpersonal skills – able to influence, support and challenge where needed.
• Ability to make high‑risk decisions and clearly evidence the reasons behind them.
• Continuous improvement mindset – open to change and keen to find better, simpler ways of working.
• Adaptable in a fast‑paced, fast‑changing environment.
• Team player who acts with integrity and treats customers and colleagues with respect.
• Bonus Points For
• Familiarity with machine learning‑driven fraud detection systems, such as Lexis Nexis.
• Experience using AI in fraud processes, and the confidence to adapt as it evolves.
• Experience with intelligence‑sharing networks or industry working groups.
• Previous experience with supporting and liaising with police/making referrals to report fraud where required.

Benefits

We value flexible ways of working, face‑to‑face collaboration and a good work‑life balance.

The hybrid role requires you to come to our London office one day a week.

You can also work from abroad up to 120 days a year (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.

We are made up of nearly 50 nationalities, have a DE&I forum and welcome reasonable adjustments if required.

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