Tide
Head,ReportedFraud,OngoingMonitoring
“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
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