Head of Fraud Operations

Join Zopa, a pioneering fintech company that has redefined banking. As the Head of Fraud Operations, you will lead the operation through its next phase of development, working closely with existing managers to strengthen processes, build capability, and turn operational insight into practical improvements. You will be responsible for SLA delivery across all fraud queues, establishing a quality framework, and using data to improve service delivery and quality. This is a hybrid role based in London, with the option to work from abroad for up to 120 days a year.

• Ownership of the operational improvement roadmap, ensuring effective action on priorities.
• Management of SLA delivery across all fraud queues, with a focus on metrics and improvement.
• Establishment of a quality framework, including quality control, calibration, and feedback loops.