Fraud Team Leader – Investigations

Overview

In this role you lead the fraud investigations and recovery team within Zopa’s Fraud Operations Tribe, guiding a team to deliver strong customer outcomes. You apply deep fraud knowledge, regulatory awareness, and data-driven coaching to improve performance and processes, including AI-enabled enhancements. You partner across teams to uphold policies and drive a customer-centric fraud operation. This is a hands-on leadership role at a fintech bank redefining the customer experience in money.

Pay / Benefits

• hybrid working
• option to work abroad up to 120 days a year
• time off in lieu for bank holidays and weekend work
• focus on work-life balance
• DE&I focused culture

Responsibilities

• Monitor and coach the team using daily KPIs and MI
• Analyze performance data to spot trends and reallocate work as needed
• Review complex investigations and decide outcomes, escalating when required
• Onboard, train, and sign off new fraud specialists with senior oversight
• Lead regular team meetings and provide timely feedback
• Coordinate with workforce management on schedules and peak periods
• Handle escalated customer calls and provide guidance
• Incorporate feedback from QC, complaints, and customer service
• Ensure investigations comply with internal policies and regulatory requirements; implement controls
• Stay informed on fraud trends and improve processes, including AI usage
• Represent fraud in meetings when Senior Fraud Manager is unavailable
• Support the Senior Fraud Ops leadership with project work and extra tasks

Key requirements

• Proven leadership experience in fraud operations, ideally fintech or digital banking
• Strong knowledge of fraud typologies
• Hands-on fraud investigation experience across multiple products
• Experience responding to fraud risk events
• Up-to-date understanding of AML laws and PSR regulations
• Ability to present complex cases to non-fraud audiences
• Comfort using performance data/MI to guide decisions and coaching
• Strong communication and interpersonal skills; able to influence and support
• Ability to make high-risk, well-evidenced decisions
• Continuous improvement mindset; adaptable and collaborative
• Integrity in handling customers and colleagues

• Communication
• Interpersonal skills
• Influencing and challenging where needed
• Machine learning-driven fraud detection systems (e.g., LexisNexis)
• Experience using AI in fraud processes
• Data analytics / MI usage

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