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Operations Support Team Lead - London, United Kingdom - Zopa Limited

Zopa Limited

Verified Company

London, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our Story

Hello there. We're Zopa.

We began our journey in 2005 with the drive to deliver customerfirst financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and honest financial products that have the customers' needs at their heart.

We're regularly recognised at industry awards for our game-changing products and are proud to be one of the market leaders in consumer lending in the UK.

But our work doesn't stop there.

After securing £220 million in our 2021 funding round led by SoftBank, we've entered the next stage in our journey.

So far, we've lent out over £8 billion and made money work better for over half a million people across the UK who were looking to borrow or save with us.

In less than 2 years after becoming a bank, we hit £2 billion in customer deposits and we're also a top 5 credit card issuer in the UK.

And this is just the beginning.

We're set on achieving big things with ambitious growth targets to match. This means there's a range of opportunities for you to excel and develop through a career at Zopa, while building better banking products that truly matter to our customers.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you'll thrive here at Zopa.

For a closer look at our culture, check out our latest video here. And if you want to join us, have a look at our current open roles

The Customer Operations Support team are a multi-skilled team within our UK Operations function at Zopa.

Their aim is to optimise, standardise and automate as many processes as possible where appropriate to help support our ambitions plans for business scale.

We understand there won't always be scope to automate, and we are consolidating all our manual processing into one new team, who will take ownership of the critical back-office processes that require a human touch point.

As an Operations Support Team Lead, you will be responsible for the management, organisation, and coordination of the day-to-day work of a team of Operations Support Specialists to deliver the highest standards of services to customers.

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, customerfocussed attitude
Proactively report upline 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 companywide customer experience initiative
Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support

About you:

Customer support or operations experience leading a team, ideally in a Customer Support or Operations environment
Knowledge of the FCA and its guidance of Treating Customers Fairly
Demonstrable workflow management experience
Team player with the desire to try new ideas in order to achieve greater levels of success
Proficient with Salesforce (desirable)
Outstanding attention to detail, with strong ethic of personal responsibility
Strong problemsolving skills and an ability to think creatively
Excellent verbal and written communication skills
Able to operate with a strong sense of urgency and deliver results
Terrific prioritization skills to manage high process volume in parallel with project work
Strong awareness of risk and the importance of controls and escalation
Prior experience working in a fastpaced, multiskillset team

Flexible working? Yes please

Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both), you'll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

Not only that - you'll also have the option of working from abroad for