Define and own the strategy and OKRs for Fraud Operations, aligning to tribe and wider Zopa goals
Lead operational performance across the function, owning SLAs, quality, customer outcomes and operational resilience
Own the Fraud Ops budget, balancing service quality, efficiency and cost
Use MI, KRIs and operational insight to improve performance and strengthen controls
Drive adoption of AI and automation across the function
Act as the escalation point for complex or high-value fraud cases
Represent the function at senior forums, influencing priorities across Product, Engineering, Risk and Compliance
Ensure processes, procedures and training remain aligned to regulatory requirements and audit expectations
Recruit, coach and develop high performing fraud leaders and specialists

Experienced fraud operations leader with a strong track record managing large teams within financial services or fintech
Deep expertise across retail banking fraud typologies including APP scams, account takeover and transaction fraud
Strong strategic and operational leader with experience owning OKRs, budgets and operational performance
Strong understanding of fraud risk, controls, governance and regulatory obligations
Credible escalation point for complex or ambiguous fraud cases
Passionate about improving operations through AI, automation and smarter ways of working
Strong stakeholder operator who can influence senior leaders and drive cross functional alignment
Strong people leader who builds high performing teams through coaching and accountability

Head of Fraud Operations

Key skills