Our Story
We started our journey back in 2005, building the first ever peer‑to‑peer lending company. Fast‑forward to 2000, we launched Zopa Bank, a bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance, putting people front and centre and empowering everyone to aim high, every day, to move finance forward.
The Role
With a growing customer base and expanding product portfolio, we are strengthening our Fraud and Financial Crime capability across Operations. This role is for an Operations Trainer on our in‑house Operations Training Team, based in Manchester. The position sits within the Operations Training & Knowledge Team, which designs, delivers, and continually improves Fraud and Financial Crime training across Operations. Reporting to the Operations Training Manager, you will ensure Operational colleagues have the knowledge, judgement, and technical skills required to succeed, while also supporting broader specialised training for Fraud & Financial Crime teams across the business.
This is a hybrid role working in our Manchester office at least 3 days per week.
A Day In The Life
Training Needs Analysis & Project Management
* Collaborate with senior stakeholders to conduct learning needs assessments, identifying skill gaps and assessing performance to highlight challenges and emerging trends.
* Assist in managing ongoing and future training projects, partnering with operational SMEs and other departments to deliver against training objectives.
* Ensure regulatory compliance in relation to training.
Design & Development
* Design and develop learner‑centric Fraud & Financial Crime training across multiple delivery channels (classroom, virtual, e‑learning, and blended).
* Translate complex policy and regulatory requirements (AML, EDD, sanctions, fraud typologies, SAR processes) into practical, scenario‑based learning.
* Incorporate adult learning principles and real‑life case studies to strengthen investigative judgement and decision‑making.
* Ensure all materials are audit‑ready, controlled, and version‑managed.
Delivery & Capability Uplift
* Lead inductions for all Operations teams based in Manchester (with support from SMEs within departments and the wider Training Team).
* Deliver high‑impact, specialised training sessions for Fraud, Financial Crime, and other Operations colleagues across varying capability levels.
* Lead and deliver upskilling and ongoing competency development to support the growth of frontline agents’ skills and knowledge.
* Assist in the development of training materials to support operational change.
* Coach and support Team Leaders in reinforcing Fraud & Financial Crime standards and embedding learning into BAU.
Performance Measurement & Continuous Improvement
* Use QA results, performance MI, and stakeholder feedback to measure training effectiveness beyond attendance and satisfaction.
* Track impact on key operational indicators (e.g., QA pass rates, investigation quality, repeat error reduction, time‑to‑competence).
* Apply the Kirkpatrick evaluation methodology to demonstrate business and control impact.
* Continuously refine training content in response to regulatory changes, system updates, or emerging trends and insights.
* Ensure training records and standards are maintained for audit purposes.
* Assist the Operations Training Manager with any additional ad‑hoc training requests.
About You
* Comfortable operating in a fast‑paced, highly regulated environment with frequent regulatory and process change.
* Able to translate complex Fraud & Financial Crime policy into clear, operationally relevant guidance.
* Confident engaging with senior stakeholders.
* Data‑driven and pragmatic in identifying and solving capability gaps.
* Highly organised, detail‑oriented and disciplined in documentation and governance.
* Passionate about building capability and strengthening risk culture.
* May require occasional travel to and from our London Office and offshore partners.
* Strong experience within Fraud and/or Financial Crime operations, with well‑developed investigative skills.
* Good working knowledge of AML frameworks, sanctions requirements, fraud typologies and operational Fraud & Financial Crime controls.
* Experience working in a regulated environment and partnering effectively with Compliance and Risk functions.
* Experience delivering training, workshops or briefings, with the confidence and ability to facilitate discussions and engage operational teams (formal L&D experience is welcome but not essential).
* Exposure to designing or supporting training solutions (e.g. classroom, virtual or e‑learning). Experience with LMS platforms is beneficial but not required.
* Strong organisational and project management skills, with the ability to manage multiple priorities.
* Collaborative team player who builds strong working relationships across functions.
* Familiarity with learning methodologies (e.g. ADDIE, SAM, 5Di, Kirkpatrick) is advantageous but not essential.
* ICA, ACAMS or equivalent Financial Crime certification is beneficial but not required.
Benefits & Flexible Working
We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our Manchester office at least 3 days a week (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF). The office is dog friendly. You also have the option of working from abroad for up to 120 days a year – subject to having the right to work in the country of choice.
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities and have a DE&I forum. Our approach to DE&I is reflected in our hiring process, and we are proud of our culture where everyone can bring their full self to work. Please let us know if you require any reasonable adjustments.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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