Operations Team Leader

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. The Role: The Customer Operations Support team is a multi-skilled group within our UK Operations function at Zopa. Their goal is to optimise, standardise, and automate as many processes as appropriate to support our ambitions and plans for scaling the business. While we recognise that automation isn't always possible, we're consolidating all manual processing into a single, newly formed team that will take ownership of critical back-office processes requiring a human touchpoint. As an Operations Support Team Lead, you will be responsible for managing, organising, and coordinating the day-to-day work of a team of Operations Support Specialists to deliver the highest standard of service to our customers. Working Hours: Monday to Friday, 9:00-17:30. 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 all queue levels, reporting risks and issues to Senior Management in a timely fashion
• Appropriately respond to Service Level variations and match staff to demand
• Ensure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business
• Set the tone and tempo for the team through appropriate means to support a smooth BAU approach to each day with clear objectives
• Monitor and drive individual and team performance against key performance indicators, giving clear feedback to the support officers and setting actionable objectives where performance is falling short
• Prepare updates for your Line Manager on performance against these KPIs and action plans where necessary
• Positively influence the culture of the team in line with company values, motivating and driving a positive, customer-focussed attitude
• Proactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department
• Contribute to overall customer experience by promoting awareness of any company-wide customer experience initiative
• Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support

About you:

• Experience leading a team in a customer support or operations environment
• Knowledge of the FCA and its Treating Customers Fairly (TCF) guidance
• Proven experience in workflow management
• A team player with a desire to try new ideas to achieve greater success
• Proficient in Salesforce (desirable)
• Outstanding attention to detail, with a strong sense of personal responsibility
• Strong problem-solving skills with the ability to think creatively
• Excellent verbal and written communication skills
• Able to work with a strong sense of urgency and deliver results
• Excellent prioritisation skills to manage high process volumes alongside project work
• Strong awareness of risk, and the importance of controls and escalation
• Previous experience working in a fast-paced, multi-skilled team

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 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 DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.