Customer Operations Manager, Zopa
Salary not provided
Mid level
London
1-5 days a week in office
Financial solutions for borrowers and savers
Posted today
Financial solutions for borrowers and savers
501-1000 employees
FintechB2CLendingFinancial Services
Posted today
Salary not provided
Mid level
London
1-5 days a week in office
501-1000 employees
FintechB2CLendingFinancial Services
Company mission
To create simple, fair and honest financial products that have the customer's needs at heart.
Role
Who you are
- You have experience in management, with a focus on customer service within the financial services industry
- You can display an ability to work under pressure in a fast-paced environment while maintaining attention to detail and quality standards
- You have demonstrated problem-solving abilities and a track record of driving process improvements
- You possess excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels
- You can operate with a strong sense of urgency to deliver results
- You show a strong awareness of risk and the importance of controls and escalation
- You have an analytical mindset with proficiency in data analysis and reporting tools
- You can demonstrate a strong understanding of the regulatory requirements and industry best practices related to our business (e.g., FCA, DISP rules)
What the job involves
- Zopa are looking for a highly motivated, people driven Customer Operations Manager to support the scale of our department with high focus on delivering impactful change and supporting wider business objectives
- You will be customer centric, possess strong communication and leadership skills whilst able to show an agile style to work and ability to think on your feet
- You’ll display a real sense of ownership for your area, developing a team that strives for the best customer outcomes and consistently searches for and delivers meaningful improvement in line with Zopa’s vision
- As a Customer Operations Manager at Zopa, you will oversee the day-to-day operation of our Operational Support/Customer Service teams, ensuring the department is delivering exceptional customer experience, supporting across our broad range of products, maximising productivity, and executing Zopa’s policies and procedures with the upmost integrity
- You should consider how to implement Zopa’s values within everything that you do and ensure and champion best ways of working
- Furthermore, you will create positive, forward-thinking culture within the team, and this should be at the forefront of your mind
- You’ll be expected to work towards common goals by inheriting our business objectives as your blueprint towards your short-, medium-, and long-term planning
- This will require close collaboration with numerous stakeholders and your engagement and management of these relationships will help deliver success for our customers and the business
- Effectively deploy Zopa’s people management strategies across the department. Paying particular attention to events such as Zopa’s Culture Amp
- Line manage Team Leaders, overseeing both their individual and teams’ performance
- Ensure the department is successfully operating within Regulatory and Business SLA’s
- Manage the day-to-day operation and associated performance metrics
- Identify poor customer outcomes from Complaints RCA, QC reporting, CSAT and Risk Events to ensure plans are created and executed to push for continuous improvements, eradicating poor customer journeys
- Case management decision making - accountable to make final decisions on individual case escalations
- Work with the Senior Operations Manager to Identify and deliver continuous process improvements across departments area of jurisdiction
- Accountable for all agents process adherence. Working closely with QC managers, identifying potential concerns and owning actions for improvement to ensure that the department achieves its quality performance targets
- Accountable for all agents achieving their performance objectives
- In conjunction with the RTA, provide strong Resource Management, focusing on the performances of metrics such as agent schedule adherence, monitoring Shrinkage (Both external and internal) and ensuring all KPI’s are maximised
- Assist the Senior Operation Manager with change management. Attending change management meetings where required and following the changes from creation through to execution
- Recruit, train, and develop a high-performing team of customer focussed professionals
- Provide ongoing coaching and feedback to team members to enhance their skills and capabilities, ensuring your direct reports are doing the same
- Serve as a primary point of contact for internal stakeholders, including senior management, risk management, and business units regarding department matters
Salary benchmarks
Our take
Zopa has been a pioneering force in the world of finance since 2005, lending out billions in personal loans since its inception, before the launch of its bank in 2020. Its depth of lending experience makes it a digital bank with a difference - offering all the benefits customers have come to expect from a challenger bank, but backed up by 16 years of know how.
As a bank, Zopa has the flexibility to offer much more than loans to their customers, such as their fixed term savings accounts and credit card. Their model is clearly defined, with a focus on lending and saving rather than current accounts - and its investment in its banking license has clearly paid off. The company has recently seen significant investment that will accelerate the growth of its current products as well as support expansion into the business lending space. It has also made its first ever acquisition, of the ‘buy now, pay later’ platform DivideBuy.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
Many candidates hear
back within 2 weeks
41% female employees
14% employee growth in 12 months
Company
Employee endorsements
Intelligent people
"My colleagues here at Zopa have a wealth of knowledge which they share constantly and are always willing to assist or give a second opinion on..."
Funding (last 2 of 13 rounds)
Feb 2023
$94.8m
LATE VC
Oct 2021
$278m
LATE VC
Total funding: $832m
Company benefits
- Discounted gym membership
- Cycle-to-work scheme
- Enhanced maternity and paternity leave
- Hybrid & flexible working model
- Health insurance with Vitality
- Generous holiday plus Zopa bank holidays
- 2 volunteer days a year
- Employee Assistance Programme
- Life Assurance
- Private healthcare from Vitality
- Great deals on Zopa products
- Season ticket loans
- Discretionary unpaid leave
- Games room, meditation room, subsidised yoga classes, football league and more
Company values
- Champion our customers - Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.
- Help us make fearless choices - Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.
- Walk the talk - Like us, you’ll be honest, stick to your promises and face the tough moments head-on.
- Win smarter - You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view.
- Be in it together - You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.
Company HQ
London, UK
Articles
Leadership
Giles Andrews OBE
(Board Member)Independent Non Executive Director at C. Hoare & Co., and at the Bank of Ireland. Chairman of carwow. Board Member at the Innovate Finance FinTech Strategy Group. Previously founded Caverdale Group.
Jaidev
(CEO, not founder)Promoted from within Zopa, previously COO. 12 years of experience at Capital One, including Chief Marketing Officer for UK.
Diversity, Equity & Inclusion at Zopa
Jamie Ferguson (Talent Acquisition Advisor)
- We're always looking for passionate and talented people who can help us be the best place for money. We welcome everyone, regardless of age, disability, gender, sexual orientation, parental status, race or religion.
- We run a successful mentoring program, with 28 mentors across the business. We believe this launching pad helps our internal talent stretch beyond their comfort zone, explore new avenues and grow into future leaders.
- We’re focused on ensuring a fair approach to attracting talent, from how we advertise roles to our application and interview process. For all our hiring requirements we mandate 50/50 shortlists and diverse interview panels. We also run all our adverts through a recognised gender de-coder to ensure we attract and hire a diverse range of people. More recently we’ve been experimenting with new job boards and partnerships like Otta Jobs and BYP Network (Black Youth Partnership Network) to increase diversity in our candidate sourcing.
- We’ve secured trail-blazing partnerships with organisations like Code First Girls, YSYS and BYP Network. We’ve already had huge success with our Code First Girls cohort who joined our tech community as Software Engineers and Database Administrators in January.
- We encourage Zopians to create memorable career journeys, and internal mobility plays a huge part in this. All our live job vacancies are posted on our internal jobs board. Over the last 12 months, we’ve trained and supported many Zopians to make internal career moves and become compliance officers, developers, lawyers and HR specialists. In fact, 20% of our open roles in Q3 2021 were filled by internal candidates. This not only makes Zopa a great place to work, but also allows us to break down some of the systemic pipeline issues that we see in STEM professions.
- Our Diversity & Inclusion focus groups and “All in” club celebrate diversity through various company events, such as quiz nights and “Bring your kids to work” day – our favourite is international food night!
- Everyone at Zopa has different working styles, and we want to support them in any way possible. That’s why we’re committed to flexible working whether that’s from home, in the office or a combination of both. What’s more, our model includes the option of working from abroad for up to 90 days a year!
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