Fraud Team Leader – Investigations

Zopa Bank
London
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Communication","Interpersonal skills","Problem-solving","Continuous improvement"]

Lead the day-to-day fraud investigations and recovery team within Fraud Operations, managing specialists to deliver strong customer outcomes. Apply deep fraud typology and operational expertise across multiple products, using data/MI to monitor KPIs, spot trends, coach performance, and drive continuous improvement. Handle and escalate complex investigations (including impersonation, scams, and account takeover) and ensure work aligns with internal policies, regulatory requirements, and industry best practice—incorporating practical, safe AI use.

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Zopa Bank
Zopa Bank
2 days ago

Fraud Team Leader – Investigations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 minutes agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead the day-to-day fraud investigations and recovery team within Fraud Operations, managing specialists to deliver strong customer outcomes. Apply deep fraud typology and operational expertise across multiple products, using data/MI to monitor KPIs, spot trends, coach performance, and drive continuous improvement. Handle and escalate complex investigations (including impersonation, scams, and account takeover) and ensure work aligns with internal policies, regulatory requirements, and industry best practice—incorporating practical, safe AI use.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Run the day-to-day operations of the fraud investigations and recovery team, managing and motivating fraud specialists to deliver customer outcomes.
  • •Monitor team performance by reviewing daily KPIs and using performance data/MI to spot trends, coach, and reallocate work as demand changes.
  • •Review and decide outcomes of complex investigations, provide clear rationale, and escalate where needed to the Senior Fraud Manager.
  • •Be the point of contact for the fraud team: support new joiners, allocate and oversee training, and run regular team meetings and 1:1s.
  • •Ensure investigations align with internal policies, regulatory requirements, and best practice; improve processes and embed safer, practical uses of AI, including taking escalated calls to support customers.

Key Requirements

  • •Proven leadership experience within fraud operations, ideally in a fintech or digital bank in a similar role.
  • •Strong working knowledge of fraud typologies.
  • •Hands-on experience handling fraud investigations, particularly across multiple products.
  • •Up-to-date understanding of fraud and AML laws and the PSR regulations, and how these apply to day-to-day processes.
  • •Ability to present and communicate complex cases, and to use performance data and MI to make decisions and target coaching.
Experience:FintechDigital bank
Skills:LeadershipCommunicationInterpersonal skillsProblem-solvingContinuous improvement
Tech Stack:LexisNexisAIMachine learning

Company Brief

Zopa Bank
Zopa is a UK-based digital bank and fintech offering savings, personal loans, and credit products. Founded as a peer-to-peer lender, it now operates a regulated retail bank focused on straightforward consumer financial services and competitive rates.
Industry: Retail Banking
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 2005
WebsiteLinkedIn