Fraud Team Leader (Hybrid)
Manchester
Operations – Fraud Ops /
Employee - Permanent /
Hybrid
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
As a Fraud Team Leader at Zopa, you will be responsible for managing the day-to-day operations of the fraud team, alongside the Senior Fraud and Fraud Managers. This role requires a keen eye for detail when reviewing cases, the ability to communicate and collaborate with a wide range of people, extensive knowledge of fraud operations and processes, and a strong understanding of regulations and laws.
Working pattern:
This is a hybrid role, with the team working in the office three days 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 on two bank holidays per year, for which you will receive time off in lieu.
A day in the life:
- Monitor team performance by reviewing daily KPIs for all specialists and providing support throughout the day.
- Review and approve complex cases, offering clear rationale and escalating when necessary.
- Act as a point of contact for the fraud team, supporting new joiners and coordinating training with the Senior Fraud Specialist/competent team member.
- Manage and run weekly team meetings with the Fraud Manager.
- Support the Fraud and Senior Fraud Managers on additional tasks and project work.
- Ensure investigations align with internal policies, regulatory requirements, and industry best practices.
- Stay informed on emerging payment fraud typologies, particularly those exploiting digital platforms and social engineering.
- Support audits and regulatory reviews by providing documentation and insights into fraud related investigations.
- Assist with the execution of process implementation, working closely alongside other stakeholders from across the business.
- Manage the annual leave and sickness calendar on Bamboo, coordinating with other Fraud Team Leaders and planning the weekend working rota on Teams.
- Take escalated calls from Fraud Specialists, to offer further support and advice for our customers.
- Hold monthly one-to-one sessions with Fraud Specialists.
- Receive and respond to any feedback received from other operational areas, such as QC results, complaints, and customer service feedback.
- Assist the Fraud Manager with any other tasks they may need support on.
About you:
- Proven leadership experience in fraud operations, preferably within a fintech or digital bank.
- Strong working knowledge of fraud typologies.
- Up-to-date understanding of Fraud & AML laws and PSR regulations.
- Experience using fraud monitoring tools and case management systems.
- Strong communication and interpersonal skills – able to influence, support, and challenge when needed.
- Adaptable in a fast-paced, quickly changing environment.
- Some understanding of disputes and chargebacks.
- A team player who acts with integrity and treats customers and colleagues with respect.
- A self-starter.
- Strong experience in managing a team and setting expectations.
- Familiarity with machine learning-driven fraud detection systems, such as Feature Space and Lexis Nexis.
- Experience with intelligence-sharing networks or industry working groups.
Bonus points for:
#LI-LH1
We’re expanding!
From September 2025, Zopa will be opening a brand-new office in Manchester at WeWork, Dalton Place, 29 John Dalton Street, M2 6WF.
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 Manchester office 2-3 days 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.
