Operations Team Leader - Motor Finance

Overview

Our Story

Hello there. We're Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and 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. Our vision for a new era of banking puts people front and centre - we've built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at

We're incredibly proud of our achievements and none of it would be possible without the amazing team here. It's not just industry awards we're winning, we've also been named in the top three UK's Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you'll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on

The Role

In late 2017, we offered our first secured Auto loan, and since then, we have built and improved the product. Zopa has built a team that is delivering fantastic growth. We're looking for an experienced Team Leader for our Auto Ops team to help continue the growth of our Auto offering for both our customers and partners.

As an Auto Ops Team Leader at Zopa, you'll play a vital role in ensuring the smooth running of operational BAU and delivering good customer outcomes. Your primary responsibilities will be to manage, organise and coordinate the day-to-day work of the Auto Ops team to deliver the highest standards of service for our customers and partners, in relation to our Auto products. You will ensure you have adequate oversight of team performance and act on any insight that can help improve how we do things with a continuous improvement mindset.

This position requires a keen eye for detail, ability to work to strict regulatory deadlines, and a strong team-orientated work ethic. In a fast-paced environment prone to constructive change, you'll need to demonstrate an embracing attitude to this and provide a challenge mindset ensuring that you can deliver change through your team with clear communication and instruction in as seamless a way as possible. You'll champion our approach to changing the landscape in the automotive finance world and hold a pivotal role in guiding the team that's the face of Zopa to our automotive partners.

Working Hours

Monday to Friday, 9:00-17:30, working one in four Saturdays with a day off in lieu for Saturday working.

This is a hybrid role, with one to two days a week in the office.

A day in the life

• Real time management of department resources to ensure internal compliance and quality KPIs are met, including close monitoring of queue levels and reporting risks and issues to Senior Management in a timely fashion
• Appropriately respond to service level variations and match staff to demand whilst supporting forecasting requirements as needed
• Ensure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business
• Set the tone and culture of the team, fostering a supportive environment with a high-performance mindset in line with company values
• Monitor and drive individual and team performance against KPIs, utilizing 1:1s, feedback cycles, coaching methods and clear performance goal setting
• Proactively report any potential or actual operational risks to the Head of Department
• Utilise data to drive continuous improvement of the department, seeking opportunities for insight to help the team and customers
• Maintain knowledge to support the team with escalations as well as deliver required training and onboarding support
• Support broader operational goals through owned initiatives with a focus on delivering updates that improve performance aligned to Zopa key results
• Highlight areas for improvement through appropriate change forums and support with delivery and rollout with clear communications

About you

• You will have operational experience in a customer focussed environment with team leadership experience
• You'll have a working knowledge of the FCA and its guidance to regulated firms
• You are a team player with a drive to explore new ideas and ways of working
• You possess outstanding attention to detail, with a strong ethic of personal responsibility
• You are an excellent problem-solver and have an ability to think creatively
• You display great verbal and written communication skills as well as proficiency in Microsoft Word and Excel
• You operate with a strong sense of urgency to deliver results
• You have a strong awareness of risk and the importance of controls and escalation
• You display prioritisation skills to manage high process volume in parallel with projects
• Ideally you will be proficient with Salesforce and have experience creating reports and dashboards for team oversight and queue management
• Preferably you will have experience in a growing/scaling organisation with a track record of developing teams
• You will show a strong ability to manage internal and external stakeholder relationships
• You will be experienced in conducting thorough and robust interviews for new hires

We're on the move!

Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.

At Zopa we value flexible ways of working.

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 1-2 days a week.

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

Diversity Statement

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, have a DEI forum and are proud of a culture where everyone can bring their full self to work. Our approach to DEI is reflected in our hiring process so please let us know if you require any reasonable adjustment.