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Zopa is seeking a Fraud Team Leader to lead the day-to-day operations of the fraud investigations and recovery team within the Fraud Operations Tribe. This is a hybrid role requiring one day per week in the London office, with additional weekend shifts (every other week, worked remotely) and occasional bank holiday coverage.
In this role, you will manage and motivate a team of fraud specialists to deliver strong customer outcomes aligned with Zopa's mission. You'll monitor team performance through daily KPIs, use performance data and management information to identify trends and target coaching, and review complex fraud investigations with clear rationale and escalation to the Senior Fraud Manager as needed.
Key responsibilities include:
- Monitor daily KPIs and provide ongoing support to fraud specialists
- Use performance data to spot trends, allocate work, and adjust coaching based on demand
- Review and decide outcomes of complex investigations
- Support onboarding and training of new team members
- Conduct regular team meetings and one-to-one sessions with constructive feedback
- Collaborate with workforce management on scheduling and peak-week planning
- Take escalated customer calls and provide support and advice
- Respond to feedback from QC, complaints, and customer service teams
- Ensure investigations align with internal policies, regulatory requirements, and industry best practice
- Monitor controls and prevent recurring issues
- Stay informed on emerging fraud and scam trends; identify process improvements and safe AI applications
- Represent fraud in internal and external meetings when the Senior Fraud Manager is unavailable
- Support senior leadership on additional projects and tasks
Working pattern: 7.5-hour shifts between 8:00 am and 8:00 pm, Monday to Friday. Every other weekend, you'll work 9:00 am to 5:30 pm remotely, with a weekday off in lieu. Bank holidays are worked with time off in lieu.
Requirements:
- Proven leadership experience in fraud operations, ideally in fintech or digital banking in a similar role
- Strong working knowledge of fraud typologies
- Hands-on experience handling fraud investigations across multiple products
- Experience responding to fraud risk events
- Up-to-date understanding of fraud and AML laws, PSR regulations, and their application to day-to-day processes
- Ability to present and communicate complex cases to audiences outside fraud operations
- Confident using performance data and management information to understand performance, make decisions, and target coaching
- Strong communication and interpersonal skills; ability to influence, support, and challenge
- Ability to make high-risk decisions and clearly evidence the reasoning
- Continuous improvement mindset; open to change and finding better ways of working
- Adaptable in fast-paced, fast-changing environments
- Team player who acts with integrity and treats customers and colleagues with respect
Bonus qualifications:
- Familiarity with machine learning-driven fraud detection systems (e.g., LexisNexis)
- Experience using AI in fraud processes
- Experience with intelligence-sharing networks or industry working groups
- Previous experience supporting and liaising with police or making fraud referrals
