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Talent Partner

Zopa Bank Limited, City of Westminster

Talent Partner

Salary not available. View on company website.

Zopa Bank Limited, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 4 days ago, 31 Oct | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

Job ref: b90c6447964c4c91baa9c21591daabb3

Location ref: City of Westminster

Full Job Description

  • 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 strengthening 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, 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 willingness to demonstrate the work yourself when needed.
  • Unafraid of rolling up your sleeves: happy to write the first SOP, build the first dashboard and coach the first cohort yourself, while also leading a large team day to day
  • Operational data informs your decisions on quality, service levels, capacity and improvement priorities.
  • Experience preparing processes for controlled automation or AI adoption.
  • Senior stakeholders trust you to communicate clearly, challenge constructively and follow through on agreed actions.
  • Operationally rigorous and data led: close to the MI, strong on SLA management, experienced in working with Workforce Management on resourcing and resilience, and confident using typology and root cause analysis to decide where to focus.

    An experienced fraud operations leader with experience working within regulated financial services.

    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. Our approach to AI in interviews At Zopa, AI isn't something we're testing out - it's part of how we work every day. As a proud partner of Jobs 2030, we're committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs. Because of that, we want to be transparent about how we think about AI use during our hiring process. Behavioural and competency-based interviews: please don't use AI. These conversations are designed to understand you - your experiences, your judgment, and how you've approached real situations. An AI-generated answer can't tell us that. What it can do is get in the way of us finding out whether we're the right fit for each other.

Direct job link

https://www.jobs24.co.uk/job/talent-partner-127669218
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