Operations Team Leader, Zopa
Point of Sale
Salary not provided
Excel
Mid and Senior level
Manchester
More information about location
Financial solutions for borrowers and savers
Posted today
Financial solutions for borrowers and savers
501-1000 employees
FintechB2CLendingFinancial Services
Posted today
Salary not provided
Excel
Mid and Senior level
Manchester
More information about location
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
- Operational experience in a customer-focused environment, with proven team leadership experience
- Working knowledge of the FCA and its guidance for regulated firms
- Demonstrable experience in workflow management
- Exceptional attention to detail and a strong sense of personal accountability
- Excellent problem-solving skills with the ability to think creatively and proactively
- Strong verbal and written communication skills, with proficiency in Microsoft Word and Excel
- Ability to operate with urgency and deliver results under pressure
- High awareness of risk, along with the importance of effective controls and timely escalation
- Excellent prioritisation skills to manage high-volume processes alongside project work
- Strong ability to build and manage internal and external stakeholder relationships
- Managing internal and external stakeholder relationships
- Desirable: Experience working with a Point of Sale (POS) product or within a Buy Now Pay Later (BNPL) scheme, ideally in a digitally focused bank or FinTech environment
- Experience in a growing or scaling organisation, with a proven track record of developing teams in both capability and size
What the job involves
- As an Operations Team Leader in our Point of Sale (POS) lending team, you’ll lead a group of talented customer service agents, ensuring the delivery of seamless, compliant, and scalable processes that support both our POS customers and merchant partners
- You’ll take full ownership of your team’s day-to-day performance and wellbeing, making sure they have the right support, tools, and development opportunities to thrive
- Beyond your people leadership responsibilities, you’ll play a key role in driving process improvements, resolving operational challenges, and working cross-functionally to help deliver a first-class experience for our customers and partners
- This is a fantastic opportunity to help shape the operational foundations of a high-growth lending product, all within a fast-paced, mission-driven environment
- Full-time, 37.5 hours per week (Monday to Friday)
- Shifts: 8am–4pm or 10am–6pm (Rota)
- 1 in 4 weekends required (Saturday: 8am–4:30pm)
- A weekday off will be given when you work a Saturday
- A day in the life:
- Manage department resources in real-time to ensure internal compliance and quality KPIs are consistently met. This includes close monitoring of all queue levels and timely escalation of risks or issues to Senior Management
- Collaborate cross-functionally with teams including Product, Tech, Risk, Compliance, and Retailer Success to embed new processes and manage change effectively
- Ensure customer and stakeholder enquiries are handled in line with business performance and service standards
- Set the tone and culture of the team, fostering a supportive, goal-oriented environment with a high-performance mindset aligned to Zopa’s values
- Monitor and drive individual and team performance against KPIs, using structured 1:1s, coaching, feedback cycles, and performance goal setting. Implement clear, specific, and actionable objectives when performance gaps are identified
- Provide regular performance updates to your line manager, including action plans where targets are not being met
- Proactively identify and escalate potential or actual operational risks to the operational manager in a timely and accurate manner
- Use data insights to make informed decisions, driving continuous improvement across the department and identifying opportunities to enhance team and customer outcomes
- Maintain up-to-date department knowledge to support team escalations and deliver training and onboarding for new team members
- Contribute to broader operational objectives by owning initiatives that drive performance improvements aligned with Zopa’s key results
- Identify areas for improvement via relevant change forums and support successful delivery and communication of changes within your area
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.
Zopa has carved out a strong position for itself in UK fintech, offering more than just loans with products like savings accounts and credit cards. And its clear focus on lending and saving has paid off, with recent investment fueling both product growth and its entry into business lending. The bank also made its first acquisition, snapping up 'buy now, pay later' platform DivideBuy, as part of its expansion strategy.
On top of that, Zopa is now boasting two consecutive years of profit doubling, a rare feat in digital banking. Backed by fresh funding, it's now pushing into new territory with plans to launch a current account and integrate generative AI into customer services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
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 14 rounds)
Dec 2024
$95.5m
LATE VC
Feb 2023
$101.3m
LATE VC
Total funding: $981.6m
Company benefits
- 2-3 days a week in the office. We value face-to-face collaboration and a good work-life balance.
- You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one (*Subject to having the right to work in the country of choice)
Company values
- Purpose: Our people are connected by purpose and a shared mission to create a fairer financial world that makes every penny count for our customers. All that we do is grounded in integrity, honesty, trust and compassion
- Drive: Our people are dynamic, bold and brave, never standing still, and constantly exploring ways to improve our products and processes. We’re driven to aim high in all that we do. We thrive through personal development initiatives and accelerate career growth from within. Our people relish personal accountability and see opportunity in challenge
- Empowerment: We empower our people to do their best work by being their best selves. We support and encourage everybody to innovate, creating new and better solutions for our customers. We offer an environment of high trust, and additional benefits that enable our teams to work in ways that allow them to meet both personal and professional goals
- Collaboration: We know that success is achieved by the collective, that bold ideas can only come to life through teamwork and collaboration. We believe that working at Zopa offers rich experiences that make life better for both our people and our customers. People at Zopa want to contribute to our inclusive community — we make our work together count
Articles
Leadership
Jaidev
(CEO)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!
Share this job
View 29 more jobs at Zopa