About Sade
I'm a Fraud, Verification, and Operations leader with almost 7 years of experience helping fast-growing marketplaces build safer, more efficient, and more scalable customer journeys, and over 10 years of fraud leadership experience.
Alongside my marketplace leadership experience, I've also worked within banking and financial services, supporting fraud prevention, KYC and customer due diligence processes. This combination gives me a practical understanding of both highly regulated financial environments and the unique challenges faced by digital platforms and marketplaces.
I specialise in designing and improving identity verification, KYC/CDD frameworks, fraud prevention strategies and operational workflows that protect businesses while maintaining an excellent customer experience. Throughout my career, I've led verification operations, scaled teams, improved processes and partnered closely with Product, Engineering, Compliance and Customer Operations teams to deliver measurable improvements.
Throughout my career, I've been passionate about building scalable operations that balance fraud prevention, regulatory compliance and customer experience. I enjoy working at the intersection of people, process and technology, using data and collaboration to solve complex operational challenges. I'm currently completing the ICA Advanced Certificate in Practical Customer Due Diligence while continuing to develop my expertise in AI-enabled operational improvement.
English
Native or bilingual
Can work on-site
London (up to 50km)
Experience
- Hygglo (Formerly Fat Llama)Head of Verifications & AI StrategyTECHAugust 2020 - Today (6 years)London, United Kingdom• ● AI Roadmap Architecture: Engineered an end-to-end automation strategy using Gemini and ChatGPT to overhaul the verification pipeline; successfully automated 90% of manual workflows, allowing the department to scale without increasing headcount.• ● Operational Continuity: Directed the organisation's largest operational function through a high-stakes transition/merger, ensuring 100% stability across the UK, US, Canada, and Nordic markets.• ● C-Suite Partnership: Acted as a strategic advisor to the CEO and CFO, defining the long-term fraud prevention roadmap, departmental OKRs, and managing budgets with a focus on lean optimisation. People Operations & Organizational Design (CIPD L5 Focus)• ● Departmental Restructuring: Partnered with Nordic leadership to design a self-sustaining organisational structure, leading HR responsibilities including policy development, contract management, and complex employee relations.• ● Global Leadership: Managed and coached multi-regional teams (up to 25+ direct/indirect reports), implementing performance frameworks that improved retention and capability development.• ● Process Engineering: Built sophisticated performance dashboards using Redash to provide the executive team with real-time visibility into risk exposure and operational KPIs. Earlier Impact (Operations & Training Lead)• ● Successfully navigated the customer service and verification teams through complex mergers, scaling CSAT scores and retaining key talent.• ● Led platform rebuild projects and cross-departmental training programs to align global teams with new KYC and compliance guidelines.
- JustPark & EportaHead of Customer Happiness & Customer Service Manager/Head, FreelanceE-COMMERCEApril 2018 - August 2020 (2 years and 4 months)London, United KingdomJustPark: Designed customer service strategies, departmental budgeting, and grievance/performance management procedures. Eporta: Spearheaded the implementation of Salesforce CRM and live chat platforms, leading a team of 23 through the system migration and training phase Freelance: Provided independent operational consultancy and strategic support to various clients during a period of professional transition and family focus.
- ASOSTeam LeadFASHION AND COSMETICSApril 2016 - February 2018 (1 year and 10 months)Watford, United Kingdom• ● Rapid Scale-Up: Architected the operational infrastructure to scale the department from 112 to 368 FTEs within 2 years, managing a leadership tier of 24 Team Leaders and 240+ advisors.• ● Systems Implementation: Led the transition to new CRM and operational tools, including Gnatta and Oracle, to support high-volume global performance.• ● Performance Culture: Directed floor management and KPI delivery for one of the U K's largest e-commerce operations, focusing on service excellence and workforce optimisation.
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Education
- ICA Advanced Certificate in Practical Customer Due Diligence (CDD) and Know Your Customer (KYC)ICA Advanced Certificate in Practical Customer Due Diligence (CDD) and Know Your Customer (KYC)
- BAOpen University2023BA
Certifications
- ICA Associate MembershipICA2026
- Ai Skills BoostSkills England2026