Head of Operational Strategy & Process Management - Fraud and Financial Crime

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 ! 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 You'll be joining the Agent and Customer Excellence Enablement Team , a collaborative group at the heart of our operations. Our mission is to equip our customer-facing agents and operational teams with the right tools, processes, and insights to deliver brilliant service every time. We work across teams to design and roll out scalable solutions that improve both agent experience and customer outcomes. The team brings together expertise in product, process, and change , combining different perspectives to drive continuous improvement and make things better for our people and our customers. We are seeking a Head of Operations Strategy and Process Management - Fraud and Financial Crime Operations to lead our efforts in reimagining and designing the future of our fraud and financial crime operations. This role involves close collaboration with our dedicated fraud and financial crime operational teams, business-wide product teams, as well as first- and second-line risk teams, to develop a comprehensive roadmap, ensuring we remain commercially focused, keeping the business safe while delivering great customer experiences. This role will be reporting into the Associate Director for Agent and Customer Excellence and will have 2 direct reports. The role:

• Strategic Direction & Transformation: Lead the strategy for fraud and financial crime operations at Zopa by setting clear priorities and driving the transformation roadmap. You will collaborate closely with product teams to turn strategic plans into practical, effective solutions.
• Insight-Driven Improvement: Leverage data, insights, and market research to inform decision-making, enhance processes, and stay ahead of emerging trends. Identify customer needs and new opportunities to keep Zopa's approach innovative and effective.
• Process Design & Execution: Design and optimise scalable, compliant fraud and financial crime processes with clear ownership and measurable performance.
• Team Leadership: Manage and develop a small team of process managers, fostering continuous improvement and ensuring strong day-to-day operational delivery.
• Stakeholder Collaboration: Partner with internal teams and external experts to deliver the fraud and financial crime transformation roadmap.
• Compliance & Regulatory Management: Ensure all processes meet regulatory standards, adapt to evolving risks and technologies, and are developed in close collaboration with first- and second-line risk teams.

About you:

• Expertise in fraud and financial crime operations, with experience scaling and delivering multi-year strategic transformations.
• Experience in process methodologies and emerging technologies.
• Strong analytical, critical thinking, and data interpretation skills to drive commercially sound decisions.
• Proven ability to navigate cross-functional Teams, manage risk, and execute effectively.
• Experience in growth environments, particularly across bank accounts.
• Skilled in stakeholder engagement, product collaboration, and working with outsourcing partners.

We're on the move! Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz. 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 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.