Tide
Head,ReportedFraud,OngoingMonitoring
Neural analysis suggests this role is
optimal for Lead candidates.
“Head, Reported Fraud, Ongoing Monitoring at Tide. Skills: Reported Fraud, Ongoing Monitoring, fraud investigations, disputes, chargebacks, fraud reporting support, customer outcomes, loss mitigation, regulatory requirements. building and leading a high-performing team that manages all customer-reported fraud across Tide for the UK and EU markets. end-to-end ownership of fraud investigations”
What You'll Achieve.
delivering against key fraud and operational KPIs, including customer outcomes, recovery rates, SLA adherence, and scheme compliance; Define and deliver operational KPIs across fraud reporting, investigation quality, customer experience, and recovery rates
What They're Looking For.
Must Have
10+ years experience in financial crime or fraud operations, with a focus on reported fraud, disputes, or chargebacks, Proven experience managing operational teams in a fast-paced financial services or fintech environment, knowledge of card scheme rules (Visa, Mastercard), chargeback lifecycles, and dispute management processes, Deep understanding of fraud investigation practices and customer fraud typologies (e. g. APP scams, card fraud, account takeover), Experience balancing customer outcomes, fraud loss mitigation, and regulatory requirements, stakeholder management skills, with experience engaging senior leadership and cross-functional teams, Ability to design, optimise, and scale operational processes using data and performance metrics, Experience working with customer support or frontline operations teams, ideally in fraud or financial crime contexts, communication skills, able to simplify complex fraud and operational concepts for non-technical audiences, Comfortable working in a fast-changing environment and adapting to evolving fraud risks and business priorities
Nice to Have
Experience with operational tooling, case management systems, or automation initiatives is advantageous
What You'll Do.
building and leading a high-performing team that manages all customer-reported fraud across Tide for the UK and EU markets
end-to-end ownership of fraud investigations
issuing and acquiring chargebacks
operation of our fraud rapid response function supporting customers in real time
overseeing the design
and continuous optimisation of processes that ensure customers are supported effectively when fraud occurs
while protecting Tide from financial and regulatory risk
leading multiple operational functions
including fraud investigations
dispute and chargeback handling
and frontline fraud reporting support
working closely with Product
and Data teams to improve tooling
and enhance fraud response capabilities
delivering against key fraud and operational KPIs
including customer outcomes
and scheme compliance
regular engagement with senior leadership
as well as external stakeholders such as card schemes
and regulatory bodies where required
Lead and scale the Reported Fraud function
covering investigations
and fraud reporting support
Manage the end-to-end lifecycle of reported fraud cases
and consistent outcomes for customers
Oversee issuing and acquiring chargeback processes
including dispute raising
and scheme compliance
Own the fraud rapid response team
ensuring customers receive immediate and effective support when reporting fraud via calls and chat
Define and deliver operational KPIs across fraud reporting
investigation quality
and develop a multi-functional team
and career progression
Identify and implement process improvements to increase efficiency
reduce handling times
and improve customer outcomes
and Data Science to enhance tooling
and case management capabilities
Ensure adherence to card scheme rules
regulatory requirements
and internal policies across all reported fraud activities
Provide regular reporting and insights to senior leadership on fraud trends
operational performance
Represent the Reported Fraud function in cross-functional initiatives and external engagements where required
How You'll Work.
Team & Collaboration
work with an amazing team across multiple geographies, including analysts, team leaders, product and engineering managers, data scientists and operations managers; exposure to many senior stakeholders across the business; work closely with Product, Engineering, Risk, and Data teams; regular engagement with senior leadership; engagement with external stakeholders such as card schemes, partners, and regulatory bodies; Represent the Reported Fraud function in cross-functional initiatives and external engagements
Communication Scope
able to simplify complex fraud and operational concepts for non-technical audiences
Process & Methodology
design, optimise, and scale operational processes
Full Job Description
ABOUT TIDE At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting. Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly Over $300 million raised in funding Over 2,500 Tideans globally - we’re diversity champions! We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg. About the team An exciting opportunity for an experienced leader to work in our Ongoing Monitoring team. We're looking for someone who is passionate about customer experience and fighting financial crime and wants to help drive our business forward as we continue to grow and expand in new markets. Ongoing Monitoring sits in our first line of defence (1LOD) operations’ department, responsible for monitoring the activity of our SME customers (‘members’) for the purpose of preventing and detecting financial crime and prohibited behaviour on the platform. It's an opportunity to work with an amazing team across multiple geographies, including analysts, team leaders, product and engineering managers, data scientists and operations managers. The role has exposure to many senior stakeholders across the business and is at the he
Applying for this Head, Reported Fraud, Ongoing Monitoring role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Tide?
Real rants from real employees. Read before you apply.