Fraud Team Leader (Hybrid)

Zopa Bank Limited; Wythenshawe; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading fintech company is seeking a Fraud Team Leader to manage daily operations of the fraud team, ensuring compliance with regulations and providing strong leadership. This hybrid role requires working in the office 2-3 days a week and offers flexibility for remote work. Ideal candidates will have proven leadership experience in fraud operations and strong communication skills, with a commitment to integrity and respect for all customers.

Benefits

Hybrid work flexibility

Diversity and inclusion initiatives

Qualifications

• Proven leadership experience in fraud operations, preferably within a fintech or digital bank.
• Strong communication and interpersonal skills - able to influence, support, and challenge.
• Experience using fraud monitoring tools and case management systems.

Responsibilities

• Monitor team performance by reviewing daily KPIs.
• Review and approve complex cases with clear rationale.
• Coordinate training for new joiners in the fraud team.

Skills

Leadership in fraud operations

Knowledge of fraud typologies

Understanding of Fraud & AML laws

Experience with fraud monitoring tools

Strong communication skills

Adaptability in fast-paced environments

Understanding of disputes and chargebacks

Integrity and respect towards customers

Team management experience

Job description

Overview

As a Fraud Team Leader at Zopa, you will be responsible for managing the day-to-day operations of the fraud team, alongside the Senior Fraud and Fraud Managers. This role requires a keen eye for detail when reviewing cases, the ability to communicate and collaborate with a wide range of people, extensive knowledge of fraud operations and processes, and a strong understanding of regulations and laws.

Responsibilities

• Monitor team performance by reviewing daily KPIs for all specialists and providing support throughout the day.
• Review and approve complex cases, offering clear rationale and escalating when necessary.
• Act as a point of contact for the fraud team, supporting new joiners and coordinating training with the Senior Fraud Specialist/competent team member.
• Manage and run weekly team meetings with the Fraud Manager.
• Support the Fraud and Senior Fraud Managers on additional tasks and project work.
• Ensure investigations align with internal policies, regulatory requirements, and industry best practices.
• Stay informed on emerging payment fraud typologies, particularly those exploiting digital platforms and social engineering.
• Support audits and regulatory reviews by providing documentation and insights into fraud related investigations.
• Assist with the execution of process implementation, working closely alongside other stakeholders from across the business.
• Manage the annual leave and sickness calendar on Bamboo, coordinating with other Fraud Team Leaders and planning the weekend working rota on Teams.
• Take escalated calls from Fraud Specialists, to offer further support and advice for our customers.
• Hold monthly one-to-one sessions with Fraud Specialists.
• Receive and respond to any feedback received from other operational areas, such as QC results, complaints, and customer service feedback.
• Assist the Fraud Manager with any other tasks they may need support on.

Qualifications & Skills

• Proven leadership experience in fraud operations, preferably within a fintech or digital bank.
• Strong working knowledge of fraud typologies.
• Up-to-date understanding of Fraud & AML laws and PSR regulations.
• Experience using fraud monitoring tools and case management systems.
• Strong communication and interpersonal skills - able to influence, support, and challenge when needed.
• Adaptable in a fast-paced, quickly changing environment.
• Some understanding of disputes and chargebacks.
• A team player who acts with integrity and treats customers and colleagues with respect.
• A self-starter.
• Strong experience in managing a team and setting expectations.
• Bonus points for: familiarity with machine learning-driven fraud detection systems (e.g., Feature Space and Lexis Nexis) and experience with intelligence-sharing networks or industry working groups.

Location & Working Pattern

• Manchester – Hybrid: this role requires the team to work in the Manchester office 2-3 days a week.
• Hybrid role with the option to work from abroad for up to 120 days per year; subject to having the right to work in the country of choice.
• This is a hybrid role offering flexibility for work-life balance, with the team working in the office three days a week in some cases.
• In addition, you will 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. You will also be required to work on two bank holidays per year, for which you will receive time off in lieu.

Company & Diversity

Other information: 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 for our people. We are made up of nearly 50 nationalities and have a DE&I forum. We are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process, so please let us know if you require any reasonable adjustments.

This is a hybrid role, with the team working in the office three days a week. Your working week will consist of 7.5 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. In addition, you will be required to work on two bank holidays per year, for which you will receive time off in lieu.