# Head of Fraud Operations at Zopa

Zopa is hiring a Head of Fraud Operations in London, United Kingdom. Level rates it Little AI ●○○○; you can [apply on Zopa](https://jobsbylevel.com/go/b83ca92c-fb67-4d4a-b7a1-4250b0b828c3?utm_medium=ai-agent).

AI Level 1, AI centrality 35 out of 100. London.

## Details

- Company: [Zopa](https://jobsbylevel.com/companies/zopa)
- AI level: AI Level 1 (score 35 out of 100)
- Location: London
- Posted: October 28, 2026
- Apply: https://jobsbylevel.com/go/b83ca92c-fb67-4d4a-b7a1-4250b0b828c3?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=head-of-fraud-operations-at-zopa-f0ac08

## Description

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 Our Fraud Operations team helps protect customers across retail banking. Working across London and Manchester, the team partners with Fraud Strategy, Product, Engineering and Compliance to respond to fraud and improve how we prevent it. Reporting to our Associate Director of Fraud and Financial Crime, you’ll lead the operation through its next phase of development. You’ll work closely with existing managers to strengthen processes, build capability and turn operational insight into practical improvements. A day in the life: Take ownership of the operational improvement roadmap, turning priorities into changes the team can effectively action. Own SLA delivery across all fraud queues, including account takeover, APP scams and claims, impersonation fraud and transaction fraud, with a close eye on the MI Build clear, consistent processes and SOPs in which every step is linked to the risk it mitigates, so that the team can move from following instructions to making confident, risk based judgements. Understand the resourcing needs of each queue and work with Workforce Management to forecast and flex appropriately, including during fraud spikes Establish a quality framework, including QC, calibration and feedback loops, that raises the standard of decisions and builds investigative capability across the team Support managers to run a confident operation, with clear escalation and incident handling. Bring informed judgement to account fraud, APP scams , impersonation and complex customer cases. Use available data to improve service delivery, resourcing and quality, while strengt hening the evidence over time. Use data and MI proactively to understand what's driving performance, celebrate what good looks like, and make sure insight from the ground informs resourcing, development and continuous improvement Build feedback loops with Fraud Risk teams and make a clear case for control improvements. Use data and MI proactively to understand what's driving performance, celebrate what good looks like, and make sure insight from the ground informs resourcing, development and continuous improvement Partner with Product and Engineering to prepare effective processes for automation and AI-enabled ways of working. Bring a bias towards action: agree a workable standard quickly, put it into practice, and refine it as you learn About you: An experienced fraud operations leader with experience working within regulated financial services . Your experience includes personally delivering a significant operational build or transformation, not simply recommending changes. Fast-moving environments suit you, and you can show how you delivered without always having access to complete data or validated processes. Practical fraud expertise enables you to handle account-fraud risks and complex escalations, supported by sound regulatory judgement. Coaching and performance management are strengths, alongside a willi ngness to demonstrate the work yourself when needed. Unafraid of

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Source: https://jobsbylevel.com/jobs/head-of-fraud-operations-at-zopa-f0ac08

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