Operations Team Leader - Point of Sale (POS) Lending Join Zopa, a pioneering FinTech company and top UK workplace, as an Operations Team Leader in our POS lending team. Lead a talented group of customer service agents, ensuring seamless, compliant, and scalable processes that support our POS customers and merchant partners.
Key Responsibilities:
Manage department resources in real-time to meet compliance and quality KPIs, including monitoring queue levels and escalating issues promptly.
Collaborate cross-functionally with Product, Tech, Risk, Compliance, and Retailer Success teams to embed new processes and manage change effectively.
Ensure customer and stakeholder inquiries are handled according to business standards.
Set the tone and culture of the team, fostering a supportive, goal-oriented environment aligned with Zopa's values.
Monitor and drive team performance against KPIs using coaching, feedback, and performance goal setting.
Provide regular updates to your line manager and develop action plans for performance improvement.
Identify and escalate operational risks proactively.
Use data insights to drive continuous improvement and enhance team and customer outcomes.
Support training and onboarding for new team members and contribute to broader operational initiatives.
Qualifications and Experience:
Operational experience in a customer-focused environment with proven team leadership.
Knowledge of FCA regulations for regulated firms.
Experience in workflow management, with excellent attention to detail and accountability.
Strong problem-solving, communication skills, and proficiency in Microsoft Word and Excel.
Ability to operate with urgency, manage high-volume processes, and build stakeholder relationships.
Desirable: Experience with POS products or BNPL schemes, and in a scaling organization.
Additional Information:
This is a hybrid role based in Manchester, requiring 2-3 days in the office weekly, with options for remote work abroad up to 120 days/year. We are committed to diversity and inclusion, welcoming applicants from all backgrounds.
Join us and help redefine banking with a company that values innovation, diversity, and making a real impact.
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