Head, Fraud, Ongoing Monitoring, UK/Europe

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 heart of what we do to protect our customers. About the role As the Head of Reported Fraud, you will be responsible for building and leading a high-performing team that manages all customer-reported fraud across Tide for the UK and EU markets. This includes end-to-end ownership of fraud investigations, issuing and acquiring chargebacks, and the operation of our fraud rapid response function supporting customers in real time. You will oversee the design, implementation, and continuous optimisation of processes that ensure customers are supported effectively when fraud occurs, while protecting Tide from financial and regulatory risk. This role requires balancing customer outcomes, operational efficiency, scheme compliance, and loss mitigation. You will lead multiple operational functions, including fraud investigations, dispute and chargeback handling, and frontline fraud reporting support. You will also work closely with Product, Engineering, Risk, and Data teams to improve tooling, streamline workflows, and enhance fraud response capabilities. You will be responsible for delivering against key fraud and operational KPIs, including customer outcomes, recovery rates, SLA adherence, and scheme compliance. The role requires regular engagement with senior leadership, as well as external stakeholders such as card schemes, partners, and regulatory bodies where required. As part of Tide’s Ongoing Monitoring team, you will aim high, embrace challenges, and act with integrity—building trust while contributing to the company’s operational and strategic direction. What you will do: Lead and scale the Reported Fraud function, covering investigations, disputes, chargebacks, and fraud reporting support. Manage the end-to-end lifecycle of reported fraud cases, ensuring timely, fair, and consistent outcomes for customers. Oversee issuing and acquiring chargeback processes, including dispute raising, representation, 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, customer experience, and recovery rates. Build, mentor, and develop a multi-functional team, ensuring strong performance, clear ownership, and career progression. Identify and implement process improvements to increase efficiency, reduce handling times, and improve customer outcomes. Partner with Product, Engineering, and Data Science to enhance tooling, automation, 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, and emerging risks. Represent the Reported Fraud function in cross-functional initiatives and external engagements where required. What we’re looking for: 10+ years experience in financial crime or fraud operations, with a strong focus on reported fraud, disputes, or chargebacks. Proven experience managing operational teams in a fast-paced financial services or fintech environment. Strong 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. Strong 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. Strong 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. Experience with operational tooling, case management systems, or automation initiatives is advantageous. What you’ll get in return: 25 days paid annual leave 3 paid days off for volunteering or L&D activities Extended maternity and paternity leave covered by the company Personal L&D budget Additional health & dental insurance Mental wellbeing platform Fully covered Multisports card Food vouchers Snacks, light food, drinks in the office WFH equipment allowance Flexible working from home Sabbatical Leave Share options Tidean Ways of Working At Tide, we champion a flexible workplace model thatsupports both in-person and remote work to cater to the specific needs of our different teams. While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community. TIDE IS A PLACE FOR EVERYONE At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard. At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard. Disclaimer It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that: Tide does not charge any fees at any stage of the recruitment process. All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel. Communication from Tide will only come from an official @tide.co email address. Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf. If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process. Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy. Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.