Fraud Team Leader – Investigations

Our Story Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!  We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.  If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife The role: As a Fraud Team Leader at Zopa, you’ll lead the day-to-day running of our fraud investigations and recovery team within the Fraud Operations Tribe. You’ll manage and motivate a team of fraud specialists to deliver great customer outcomes, in line with Zopa’s purpose - ‘Home of Money’.  You’ll bring deep knowledge of fraud typologies, operations and processes across multiple products, a strong grasp of relevant regulation and law, and the confidence to handle impersonation, scams, account takeover and complex cases. Just as important, you’ll use data and insight to drive team performance, build a customer-first culture, and keep improving how we work - including how we use AI.  Working Pattern: This is a hybrid role, with the team working in the office 1 day 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 some bank holidays per year, for which you will receive time off in lieu. A day in the life: • Monitor team performance - review daily KPIs with your specialists and check in throughout the day to offer support. • Use performance data and management information, at both customer and agent level, to spot trends, target coaching, and reallocate work as demand changes. • Review and decide the outcome of complex investigations, giving clear rationale and escalating where needed to the Senior Fraud Manager. • Be the point of contact for the fraud team - support new joiners when they start, allocate and oversee their training with a Senior Fraud Specialist or competent colleague, and monitor sign-off. • Hold regular team meetings and one-to-one sessions with your Fraud Specialists, giving timely, fair and constructive feedback. • Support our workforce management team on agent schedules and work closely with the wider Fraud Operations Team Leaders to manage peak weeks. • Take escalated calls to offer further support and advice to our customers. • Receive and respond to feedback from other operational areas, such as QC results, complaints, and customer service. • Make sure investigations align with internal policies, regulatory requirements and industry best practice - monitor controls, fix issues, and prevent them recurring. • Stay informed on emerging scam and fraud trends across the industry, and look for ways to, improve processes and embed better ways of working - including practical, safe uses of AI in the team. • Represent fraud in internal and external meetings where the Senior Fraud Manager cannot attend or needs extra support. • Support the wider Senior Fraud Ops leadership team on additional tasks and project work and assist the Senior Fraud Manager with anything further support they need. About you: • Proven leadership experience within fraud operations, ideally in a fintech or digital bank in a similar role. • Strong working knowledge of fraud typologies. • Hand’s on experience in handling fraud investigations, particularly across multiple products. • Experience responding to fraud risk events as and when they arise. • An 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 to and audience outside of fraud operations. • Confident using performance data and MI to understand performance, make decisions and target coaching. • Strong communication and interpersonal skills - able to influence, support and challenge where needed. • The ability to make high-risk decisions and clearly evidence the reasons behind them. • A continuous improvement mindset - open to change and keen to find better, simpler ways of working. • Adaptable in a fast-paced, fast-changing environment. • A team player who acts with integrity and treats our customers and colleagues with respect. Bonus points for • Familiarity with machine learning-driven fraud detection systems, such as LexisNexis. • Experience using AI in fraud processes, and the confidence to adapt as it evolves. • Experience with intelligence-sharing networks or industry working groups. • Previous experience with supporting and liaising with police/making referrals to report fraud where required. At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 1 day a week.   You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.   *Subject to having the right to work in the country of choice   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, have a DE&I forum made up of Zopians wanting to make a difference and 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.    #LI-LH1