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Mule Alerts Investigation: Investigate Mule alerts raised through transaction monitoring systems.
Triage & Risk Assessment: Review key aspects of customer profiles to assess high-risk concerns. • Identify and gather documentation to alleviate risk concerns. • Conduct preliminary risk assessments and trigger full Enhanced Due Diligence (EDD) when needed.
Monitor and drive individual and team performance through structured 1: 1s, feedback cycles, coaching methods and clear performance goal setting • Prepare updates for your line manager on performance against KPIs and action plans where necessary • Review and utilise data to make informed decisions and drive continuous improvement of your department • Liaise closely with product teams, providing feedback and delivering updates to your team about new features and updates. • You have operational experience in a customer focussed environment with team leadership experience • You have a working knowledge of the FCA and its guidance to regulated firms • You have experience working with a current account product, preferably for a digitally focussed bank in a FinTech environment • You can display demonstratable workflow management experience • You possess outstanding attention to detail, with strong ethic of personal responsibility • You are an excellent problem solver and have an ability to think creatively • You have excellent verbal and written communication skills as well as proficiency in Microsoft Word and Excel • You’re able to operate with a strong sense of urgency to deliver results • You display a strong awareness of risk and the importance of controls and escalation • You show terrific prioritisation skills to manage high process volume in parallel with projects
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Bonus points for: • Familiarity with machine learning-driven fraud detection systems, such as Feature Space and Lexis Nexis. • Experience with intelligence-sharing networks or industry working groups.
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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.
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Please note - no candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!*
Review and Respond to Security Event Tickets: You will need basic analytical skills to assess the nature of security events, determine their impact, and decide on the appropriate response based on established playbooks. Training and guidance will be provided
Pairing with product managers to define how we will measure success of new features, including designing and implementing A: B tests in live customer journeys. • Modelling and forecasting the impact of changes that you are driving. • Taking on ownership of analytical projects and identifying new and exciting opportunities through your analysis. • Monitoring key metrics to understand how the product is performing to and presenting this to product managers and senior stakeholders regularly. • Working collaboratively with product managers, software engineers, designers and our credit/commercial analysts to get to the best solution. • Experience working in a data-led, fast paced environment (e.g. consulting, banking, start-up) would be an advantage. • You have experience working in cross-functional teams with many skillsets coming together to make amazing products – or a demonstrable aptitude. • You have a quantitative background, and you are a natural at turning data into insight to make decisions. Ideally with a background in SQL (or related language) - or you are ready to learn it fast! • You have some experience in using Tableau or other BI tools, e.g. Looker, Power BI. • You take ownership and are a self-starter – you know when to ask for support and you’re not shy about doing so. • You enjoy working closely with stakeholders; you are eager to both understand their needs and also to act as a thought partner and offer guidance and expertise. • You’re always on the lookout for new learning opportunities and strive to be on the cutting edge.
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Bonus points for: • Familiarity with machine learning-driven fraud detection systems, such as Feature Space and Lexis Nexis. • Experience with intelligence-sharing networks or industry working groups.
Monitor and drive individual and team performance against KPIs, utilising structured 1: 1’s, feedback cycles, coaching methods and clear performance goal setting whilst setting specific and actionable objectives where performance falls short • Proactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department • Utilise data to make informed decisions to drive continuous improvement of your department, seeking new opportunities for insight to help you, the team and our customers • Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support • Support broader operational goals and objectives through your owned set of initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results • Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear comms • You will have operational experience in a customer focussed environment with team leadership experience • You’ll have a working knowledge of the FCA and its guidance to regulated firms • You are a team player with a drive to explore new ideas and ways of working in order to achieve greater levels of success • You possess outstanding attention to detail, with strong ethic of personal responsibility • You are an excellent problem-solver and have an ability to think creatively • You display great verbal and written communication skills as well as being proficient in Microsoft Word and Excel • You operate with a strong sense of urgency to deliver results • You have a strong awareness of risk and the importance of controls and escalation • You display terrific prioritisation skills to manage high process volume in parallel with projects • Ideally you will be proficient with Salesforce and have experience creating reports and dashboards for team oversight and queue management • Preferably you will have experience in a growing/scaling organisation with a track record of developing teams in ability and size • You will show a strong ability to manage internal and external stakeholder relationships • You will be experienced in conducting thorough and robust interviews for new hires
Bonus points for: • Previous experience using Salesforce. • Understanding of who Cifas are and how to use them. • Have knowledge of new rules, regulations and reputational risks to further improve the fraud investigation’s processes.
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Monitor and drive individual and team performance through structured 1: 1s, feedback cycles, coaching methods and clear performance goal setting • Prepare updates for your line manager on performance against KPIs and action plans where necessary • Review and utilise data to make informed decisions and drive continuous improvement of your department • Liaise closely with product teams, providing feedback and delivering updates to your team about new features and updates. • You have operational experience in a customer focussed environment with team leadership experience • You have a working knowledge of the FCA and its guidance to regulated firms • You have experience working with a current account product, preferably for a digitally focussed bank in a FinTech environment • You can display demonstratable workflow management experience • You possess outstanding attention to detail, with strong ethic of personal responsibility • You are an excellent problem solver and have an ability to think creatively • You have excellent verbal and written communication skills as well as proficiency in Microsoft Word and Excel • You’re able to operate with a strong sense of urgency to deliver results • You display a strong awareness of risk and the importance of controls and escalation • You show terrific prioritisation skills to manage high process volume in parallel with projects
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Bonus points for: • Previous experience using Salesforce. • Familiarity with CIFAS reporting and financial regulations. • Experience with fraud systems and tools such as FeatureSpace and Mitek.
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Bonus points for: • Previous experience using Salesforce, Lexis Nexis, ClearBank, UK Finance Portal and FeatureSpace • Have knowledge of new rules, regulations and reputational risks to further improve the fraud investigation’s processes • Experience working across multi-products.
Please note - the above aims to provide insight into some of the exciting projects our Senior Analysts have been working on in the last 12-18 months. You would not be expected to do all of the above in one typical day at Zopa!
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Monitor and drive individual and team performance against KPIs, utilising structured 1: 1’s, feedback cycles, coaching methods and clear performance goal setting whilst setting specific and actionable objectives where performance falls short • Proactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department • Utilise data to make informed decisions to drive continuous improvement of your department, seeking new opportunities for insight to help you, the team and our customers • Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support • Support broader operational goals and objectives through your owned set of initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results • Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear comms • You will have operational experience in a customer focussed environment with team leadership experience • You’ll have a working knowledge of the FCA and its guidance to regulated firms • You are a team player with a drive to explore new ideas and ways of working in order to achieve greater levels of success • You possess outstanding attention to detail, with strong ethic of personal responsibility • You are an excellent problem-solver and have an ability to think creatively • You display great verbal and written communication skills as well as being proficient in Microsoft Word and Excel • You operate with a strong sense of urgency to deliver results • You have a strong awareness of risk and the importance of controls and escalation • You display terrific prioritisation skills to manage high process volume in parallel with projects • Ideally you will be proficient with Salesforce and have experience creating reports and dashboards for team oversight and queue management • Preferably you will have experience in a growing/scaling organisation with a track record of developing teams in ability and size • You will show a strong ability to manage internal and external stakeholder relationships • You will be experienced in conducting thorough and robust interviews for new hires
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Community engagement: Respond to comments and DMs across platforms including Instagram, Facebook, TikTok, and Threads in a timely, helpful and brand-aligned way.
Bonus points for: • Previous experience using Salesforce, Lexis Nexis, ClearBank, UK Finance Portal and FeatureSpace • Have knowledge of new rules, regulations and reputational risks to further improve the fraud investigation’s processes • Experience working across multi-products.
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Optimising collections strategy across our lending products, testing, iterating on and deploying advancements such as: new engagement strategies, customer capabilities, affordability assessments, forbearance solutions, and recoveries strategies. All while considering customer and credit outcomes, risks and regulations. • Shaping and enhancing our customer journeys and working with the product and tech teams to deliver these changes. • Using advanced statistical techniques to predict customer behaviour or forecast future collections engagement. • Working with open banking data or other novel datasets to find new ways of enhancing our engagement and customer information and education strategy. • Analysing the performance of our portfolio, identifying any areas of improvement, and recommending strategy changes based on these findings. • Building valuations models to inform strategic decisions while understanding their inherent limitations. • You have strong experience analysing data to drive collections strategy within a consumer lending or debt collection firm. • You have a strong ability in manipulating and analysing large datasets using SQL and/or Python. • You are experienced in visualization and storytelling through data. • You have a passion for translating numbers into business opportunities and delivering insights to drive decision-making. • You are a structured and holistic problem-solver, and possess strong time management skills. • You have a passion for helping customers receive a seamless experience and good customer outcomes. • You have an insatiable curiosity and a relentless drive to learn, improve, and share knowledge with others. • You are able to work collaboratively with cross-functional teams, including operations, tech, compliance and product.
Monitor and drive individual and team performance through structured 1: 1s, feedback cycles, coaching methods and clear performance goal setting • Prepare updates for your line manager on performance against KPIs and action plans where necessary • Review and utilise data to make informed decisions and drive continuous improvement of your department • Liaise closely with product teams, providing feedback and delivering updates to your team about new features and updates. • You have operational experience in a customer focussed environment with team leadership experience • You have a working knowledge of the FCA and its guidance to regulated firms • You have experience working with a current account product, preferably for a digitally focussed bank in a FinTech environment • You can display demonstratable workflow management experience • You possess outstanding attention to detail, with strong ethic of personal responsibility • You are an excellent problem solver and have an ability to think creatively • You have excellent verbal and written communication skills as well as proficiency in Microsoft Word and Excel • You’re able to operate with a strong sense of urgency to deliver results • You display a strong awareness of risk and the importance of controls and escalation • You show terrific prioritisation skills to manage high process volume in parallel with projects
Monitor and drive individual and team performance through structured 1: 1s, feedback cycles, coaching methods and clear performance goal setting • Prepare updates for your line manager on performance against KPIs and action plans where necessary • Review and utilise data to make informed decisions and drive continuous improvement of your department • Liaise closely with product teams, providing feedback and delivering updates to your team about new features and updates. • You have operational experience in a customer focussed environment with team leadership experience • You have a working knowledge of the FCA and its guidance to regulated firms • You have experience working with a current account product, preferably for a digitally focussed bank in a FinTech environment • You can display demonstratable workflow management experience • You possess outstanding attention to detail, with strong ethic of personal responsibility • You are an excellent problem solver and have an ability to think creatively • You have excellent verbal and written communication skills as well as proficiency in Microsoft Word and Excel • You’re able to operate with a strong sense of urgency to deliver results • You display a strong awareness of risk and the importance of controls and escalation • You show terrific prioritisation skills to manage high process volume in parallel with projects
Transaction Monitoring: Review and analyse customer transactions to identify potentially suspicious activity, including money laundering, fraud, terrorist financing and other typologies. Desirable that the candidate has experience with investigating Mule alerts that are raised through transaction monitoring.
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Bonus points for: • Previous experience using Salesforce. • Understanding of who Cifas are and how to use them. • Have knowledge of new rules, regulations and reputational risks to further improve the fraud investigation’s processes.
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Building from zero to one: Take products from initial spark to product-market fit, then scale them to serve hundreds of thousands of customers
Content leadership and collaboration: Lead the content workstream for your area, delivering high-quality work on time, and contributing to operational and strategic planning
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Monitor and drive individual and team performance against KPIs, utilising structured 1: 1’s, feedback cycles, coaching methods and clear performance goal setting whilst setting specific and actionable objectives where performance falls short • Proactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department • Utilise data to make informed decisions to drive continuous improvement of your department, seeking new opportunities for insight to help you, the team and our customers • Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support • Support broader operational goals and objectives through your owned set of initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results • Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear comms • You will have operational experience in a customer focussed environment with team leadership experience • You’ll have a working knowledge of the FCA and its guidance to regulated firms • You are a team player with a drive to explore new ideas and ways of working in order to achieve greater levels of success • You possess outstanding attention to detail, with strong ethic of personal responsibility • You are an excellent problem-solver and have an ability to think creatively • You display great verbal and written communication skills as well as being proficient in Microsoft Word and Excel • You operate with a strong sense of urgency to deliver results • You have a strong awareness of risk and the importance of controls and escalation • You display terrific prioritisation skills to manage high process volume in parallel with projects • Ideally you will be proficient with Salesforce and have experience creating reports and dashboards for team oversight and queue management • Preferably you will have experience in a growing/scaling organisation with a track record of developing teams in ability and size • You will show a strong ability to manage internal and external stakeholder relationships • You will be experienced in conducting thorough and robust interviews for new hires