Hybrid opportunity at
ZopaHead of Fraud Operations
Zopa is seeking a Head of Fraud Operations to guide its operational unit through its next phase of growth in London. Founded in 2005 as a…
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About This Role
Zopa is seeking a Head of Fraud Operations to guide its operational unit through its next phase of growth in London. Founded in 2005 as a peer-to-peer lender and launched as a bank in 2020, Zopa aims to challenge traditional banking by putting people first, earning recognition as one of the top three UK’s Most Loved Workplaces. In this hybrid role, you will report directly to the Associate Director of…
Job Description
Zopa is seeking a Head of Fraud Operations to guide its operational unit through its next phase of growth in London. Founded in 2005 as a peer-to-peer lender and launched as a bank in 2020, Zopa aims to challenge traditional banking by putting people first, earning recognition as one of the top three UK’s Most Loved Workplaces.
In this hybrid role, you will report directly to the Associate Director of Fraud and Financial Crime. Your primary mission is to manage service level agreement delivery across all fraud queues, including transaction fraud, impersonation fraud, account takeover, and authorized push payment scams. You will collaborate closely with product, engineering, compliance, and fraud strategy teams to counter fraud effectively while preparing processes for automation and artificial intelligence integration.
This opportunity suits an experienced fraud operations leader who thrives in fast-paced settings and enjoys a hands-on approach to building and transforming processes. You will take ownership of the operational improvement roadmap, establish robust quality frameworks, and guide managers in running a secure operation. Zopa values flexible working habits, requiring attendance at the London office two to three days weekly, and offers staff the possibility of working abroad for up to 120 days annually, subject to legal right-to-work requirements.
Responsibilities
- Manage the operational improvement roadmap to translate priorities into actionable team changes
- Oversee service level agreement delivery across all fraud queues with attention to management information
- Establish clear standard operating procedures tied directly to the specific risks they mitigate
- Collaborate with workforce management to forecast and adjust staffing levels during fraud spikes
- Build quality control frameworks including calibration, quality checks, and feedback loops
- Partner with product and engineering teams to ready processes for automation and artificial intelligence integration
- Analyze data and management information proactively to evaluate performance and drive continuous improvement
Requirements
- Demonstrated experience leading fraud operations within a regulated financial services environment
- Proven track record of personally executing a significant operational build or transformation
- Practical expertise in managing account-fraud risks, complex escalations, and regulatory judgment
- Strong background in performance management, coaching, and operational data analysis
Qualifications
- Experience building or scaling fraud operations within a digital bank or fintech company
- Additional fraud knowledge spanning current accounts and lending products
Core Skills
Benefits
- Flexible hybrid working model requiring two to three days per week in the London office
- Option to work from abroad for up to 120 days per year subject to legal right to work
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote work policy for this role?
This is a hybrid position based in London, requiring attendance at the office two to three days a week. Additionally, employees have the option to work abroad for up to 120 days a year, provided they have the right to work in the chosen country.
Who will I report to as the Head of Fraud Operations?
You will report directly to the Associate Director of Fraud and Financial Crime at Zopa.
What are the key background requirements for applicants?
Candidates must be experienced fraud operations leaders with a background in regulated financial services. You must have personal experience delivering a significant operational build or transformation rather than just recommending changes.
Is the salary specified in the job posting?
No, the salary is not stated in the source posting.
Sample Interview Questions
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