Fraud Operations Director (Fintech & AI)

Zopa Bank; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work

London office 2-3 days/week

Job summary

Zopa Bank in London is seeking a Fraud Operations Leader to drive a major operational build and ongoing improvements within a regulated financial services environment. You will own SLAs, lead a large team, coach managers, and partner with Product, Engineering and Fraud Risk to design scalable processes and data-driven decision making for secure, customer-focused outcomes.

The role demands strong leadership, deep fraud expertise, and a proven ability to deliver in dynamic, high-stakes settings

Qualifications

• Senior fraud operations leader with experience in regulated financial services.
• Experience delivering a major operational build or transformation.
• Proven ability to lead large teams and coach managers.
• Strong data discipline with SLA-focused mindset.

Responsibilities

• Own the operational improvement roadmap across fraud queues.
• Manage SLAs for fraud-related channels and incidents.
• Build and refine SOPs linked to risk mitigation and decisions.
• Forecast resourcing with Workforce Management, including spikes.
• Establish a quality framework with QC and calibration.
• Partner with Product and Engineering for automation/AI initiatives.
• Lead communication with Fraud Risk teams and stakeholders.
• Provide leadership in complex investigations and escalations.

Skills

Fraud operations leadership

Regulated financial services

Operational build/transformation

Coaching & performance management

Data-driven decision making

SLA management

Workforce management

Automation & AI adoption

Job description

Zopa Bank in London is seeking a Fraud Operations Leader to drive a major operational build and ongoing improvements within a regulated financial services environment. You will own SLAs, lead a large team, coach managers, and partner with Product, Engineering and Fraud Risk to design scalable processes and data-driven decision making for secure, customer-focused outcomes.

The role demands strong leadership, deep fraud expertise, and a proven ability to deliver in dynamic, high-stakes settings