Fraud Team Leader - Investigations

About the role

You will architect and execute the end-to-end investigation strategy for complex fraud cases, owning the full lifecycle from initial alert through to resolution and reporting. You will lead by example on the fraud investigation team, demonstrating best-in-class analytical rigor and decision-making under pressure. On the team you would directly manage a squad of investigators, removing blockers, fostering growth, and ensuring consistently high standards of fraud detection and customer empathy. You will challenge the status quo by questioning existing processes and implementing innovative solutions that strengthen our fraud defenses and improve operational efficiency. The role requires you to translate intricate data signals into clear narratives, balancing commercial risk with customer experience to protect Zopa and its users. You will act as a critical bridge between technology, compliance, and business stakeholders to ensure alignment on fraud risk appetite and response protocols. 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.

Key facts

What you'll do

• You will design and standardize the end-to-end investigation workflow, establishing clear procedures and ownership for each stage of fraud case management.
• You will harness aws and go to build custom monitoring dashboards and automate key aspects of the investigative process, enhancing speed and accuracy.
• You will monitor team performance by reviewing daily KPIs with your specialists and checking in throughout the day to offer support and direction.
• You will use performance data and management information, at both customer and agent level, to spot trends, target coaching, and reallocate work as demand changes.
• You will review and decide the outcome of complex investigations, giving clear rationale and escalating where needed to the Senior Fraud Manager to ensure consistent governance.
• You will be the definitive point of contact for the fraud team, supporting new joiners during onboarding, allocating work, and overseeing their training with a Senior Fraud Specialist or competent colleague, and monitoring sign-off.
• You will own the calibration of fraud risk scoring models, ensuring they remain accurate and aligned with Zopa's risk appetite and regulatory expectations.
• You will partner closely with product and engineering to define requirements for new fraud detection tools, translating operational needs into technical specifications.
• You will lead cross-functional incident response exercises, coordinating with compliance, security, and customer experience teams to test and refine our fraud playbooks.
• You will maintain a detailed understanding of emerging fraud typologies and threat intelligence, proactively updating investigation procedures to counter new risks.
• You will manage the escalation matrix effectively, ensuring high-priority cases receive timely attention and appropriate resource allocation.
• You will drive continuous improvement by documenting lessons learned, running post-mortems on significant fraud incidents, and embedding changes into daily operations.
• You will ensure all investigation activities adhere to our internal policies and external regulatory requirements, maintaining robust audit trails at every step.
• You will mentor team members in advanced analytical techniques, coaching them to develop expertise in data interrogation and fraud pattern recognition.

Requirements

• 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.
• You need Diversity Statement.
• You need A day in the life:.
• You will have previous experience managing a team of fraud investigators or a similar customer-facing risk function.
• You will demonstrate a proven track record of using data and analytics to drive decision-making and improve team performance.
• You will possess strong knowledge of fraud detection methodologies, risk scoring, and case management principles.
• You will be highly proficient in using data platforms and scripting to interrogate large datasets and extract actionable insights.
• You will have excellent communication skills, able to convey complex findings to both technical and non-technical audiences.
• You will show a deep commitment to compliance and an understanding of financial services regulatory obligations.
• You will exhibit resilience and adaptability, thriving in a fast-paced environment where priorities can shift quickly.
• You will have experience working with agile methodologies and collaborating within cross-functional squads.
• You will hold a bachelor's degree or equivalent practical experience that provides a comparable foundation.

Nice to have

• Experience with machine learning models applied to fraud detection.
• Background in financial services or fintech environments.
• Certification in risk management or a related discipline.

Practical notes

Note: For , Our Story.

For , Hello there. We're Zopa.

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.

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