We are Capital on Tap, a financial platform that offers a best‑in‑class business credit card, SME‑focused spend management, and a suite of tools that make running a small business easier.
Location: Manchester, UK. 3 days a week in the office.
Fraud and Disputes / Customer Operations – Senior Leader
This role leads high‑impact teams across the UK and US, defining and evolving our risk strategy, enhancing control frameworks, and improving the end‑to‑end customer journey.
Responsibilities
- Lead, coach, and develop high‑performing Fraud Prevention and Disputes Investigation teams.
- Oversee day‑to‑day fraud and disputes operations, including capacity planning, scheduling, SLA management, training, and competency development.
- Ensure full compliance with UK and US regulatory requirements, scheme rules, and deadlines.
- Monitor emerging fraud trends and collaborate with second line of defence teams to refine strategies.
- Design and maintain robust control frameworks to minimise financial losses and manage operational risk.
- Leverage technology and data to optimise processes, enhance customer experience, and track KPIs/KRIs.
Qualifications
- Experienced leader in financial services with a focus on disputes and fraud.
- Adaptable and pragmatic, with a hands‑on, solutions‑driven approach.
- Proven track record of leading high‑performing teams in fast‑paced, dynamic environments.
- Subject‑matter expertise with deep knowledge of regulatory and legal requirements, risk assessment, and control design.
- Analytical thinker skilled in interpreting complex data and driving evidence‑based decision‑making.
Diversity & Inclusion
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all other characteristics that make us who we are. We want to be a place where a diverse mix of talented people can do their best work and feel included.
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