Fraud Operations Team Leader

About this role

<div class="content-intro"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>We’re Capital on Tap 👋<br></strong></span><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier. </span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started! </span></p></div><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">📍 Cardiff | 🏢 3 days per week in office</span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Fraud/Customer Operations 🚀</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Our Fraud Operations team keeps Capital on Tap - and its customers - one step ahead of fraudsters. From spotting application and vetting fraud to protecting customers from scams, this team's work has a direct, visible impact on a fast-growing fintech at scale.</span></p> <p> </p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>What You’ll Be Doing 🗃️</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Grow and develop a high-performing fraud operations team (circa 10 FTE) covering detection, prevention, investigation and case management across UK and US portfolios.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Support with building and overseeing strong fraud control frameworks, (rules, models and manual review) to reduce financial loss and operational risk.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Partner with Data Science and Engineering to improve fraud detection technology, reduce false positives, and streamline investigation workflows.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Effectively manage KPIs to drive performance excellence and identify improvement opportunities.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Act as the escalation point for complex or high-value fraud cases, including liaison with law enforcement, Action Fraud, and card schemes.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Ensure fraud operations identify and appropriately support vulnerable customers and victims of fraud.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Stay up to date with fraud typologies, regulatory requirements (including APP fraud reimbursement rules and the Payment Services Regulations), and industry best practice.</span></li> </ul> <p> </p> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Our Values & Culture 🌞</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Just Pilot:</strong> We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Why Not Today? </strong>Fast is as slow as we go - speed and simplicity gives us a competitive advantage.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Be a Buddy:</strong> We tap in from day one to help the team, we do the right thing even if it’s hard.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span…