Fraud Ops Manager

Fraud Operations Manager

We're looking for a hands-on, proactive Fraud Operations Manager to take our fraud operations to the next level. You'll lead a team of analysts, overhaul outdated manual processes, and build scalable workflows that keep our platform secure while we grow.

If you're energized by improving systems, coaching teams, and turning frontline insights into strategic action - this role is for you. You'll work closely with Analytics, Product, CS, and report to the Head of Fraud, to ensure the team runs efficiently and stays ahead of emerging fraud patterns.

Key responsibilities include:

• Running fraud operations tasks, alerts, escalations, chargebacks/disputes, and reviews.
• Streamlining processes by identifying and deprecating repetitive manual tasks, replacing them with smarter, automated workflows and prioritized queues.
• Developing typologies for key fraud types, with tags, alert logic, key metrics, and clear response playbooks.
• Upskilling and delegating by assigning ownership of fraud verticals to analysts, with redundancy and documentation in place. Developing team members into specialists with defined paths for growth.
• Owning ops metrics by maintaining and improving dashboards that track false positives/negatives, rule hit rates, review times, and chargeback performance. Using metrics to drive action and tune rulesets.
• Supporting new product flows by defining and launching fraud ops support including processes, alerts, review logic, and internal documentation.

You have:

• 4+ years experience in fraud or financial risk operations, ideally within fintech or payments.
• Strong instincts for systems, prioritization, and team management.
• Experience with tools like Sift, Mode, and Zendesk are a plus.
• Excellent judgment and written communication under pressure.
• A hands-on, low-ego approach committed to enhancing efficiency.
• Ability to collaborate across teams and build high-trust relationships.
• Combines an eye for detail, with a pragmatic attitude to getting things done, and a 'no task too small' mentality.
• The ability to work independently and balance priorities.
• The right to work in London.

Taptap Send values:

• Impact first
• Team next
• Accept reality
• Propose solutions
• Win with grit
• Be proactively candid, with yourself and others
• Love the particular
• Own it
• Create positive energy
• Maybe, even have fun

Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply.

If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements.

Note: We recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.