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 res ... (truncated, view full listing at source)