Operations Team Leader - Motor Finance

Overview

Our StoryZopa is redefining what it feels like to work in finance. We started our journey in 2005 with the first-ever peer-to-peer lending company and launched Zopa Bank in 2020. Our vision puts people at the centre of banking, empowering everyone to aim high and move finance forward. For more information, visit Zopa.com.We’re proud of our achievements and have been named in the top three UK’s Most Loved Workplaces. If you embrace unconventional challenges, think differently, and want to make an outsized impact, you’ll thrive at Zopa.

The Role

In late 2017, we introduced our first secured Auto loan and have since built and improved the product. We’re seeking an experienced

Auto Ops Team Leader

to support continued growth of our Auto offering for customers and partners. As an Auto Ops Team Leader at Zopa, you will help ensure the smooth running of operational BAU and deliver positive customer outcomes by managing the day-to-day work of the Auto Ops team and maintaining high service standards for our customers and partners. You will oversee team performance, act on insights to drive improvements, and foster a continuous improvement mindset.This role requires a keen eye for detail, the ability to meet strict regulatory deadlines, and a strong team-oriented work ethic. In a fast-paced environment, you will champion change, provide clear communication and instruction, and guide the team in delivering changes seamlessly. You will represent Zopa to automotive partners and lead the team that is the face of Zopa in the automotive space.Working Hours

Monday to Friday, 9:00–17:30, with one in four Saturdays and a day off in lieu for Saturday work. This is a hybrid role, with one to two days per 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 monitoring queue levels and reporting risks and issues to Senior Management promptlyRespond to service level variations and manage headcount against demand while supporting forecasting as neededEnsure customer or stakeholder enquiries are handled in line with performance and service standardsSet the tone and culture of the team to foster a supportive environment aligned with company values and a high-performance mindsetMonitor and drive individual and team performance against KPIs using 1:1s, feedback cycles, coaching, and clear objectivesProactively report potential or actual operational risks to the Head of DepartmentUse data to drive continuous improvement and identify opportunities to benefit the team and customersMaintain department knowledge to support escalations and deliver training and onboarding supportSupport broader operational goals through owned initiatives with a focus on delivering positive updates aligned to Zopa key resultsHighlight areas for improvement and support delivery and rollout with clear communicationsAbout you

Operational experience in a customer-focused environment with team leadership experienceWorking knowledge of the FCA and its guidance to regulated firmsTeam player with a drive to explore new ideas and ways of workingOutstanding attention to detail and strong personal responsibilityExcellent problem-solving abilities and creative thinkingStrong verbal and written communication skills and proficiency in Microsoft Word and ExcelA strong sense of urgency to deliver resultsStrong awareness of risk, controls, and escalationExcellent prioritisation skills to manage high volume processes alongside projectsProficiency with Salesforce and experience creating reports and dashboards is desirableExperience in growing/scaling organisations with a track record of developing teamsAbility to manage internal and external stakeholder relationshipsExperience conducting thorough and robust interviews for new hiresWe''re on the move!

Towards the end of 2025, Zopa will relocate to a brand-new headquarters at 20 Water Street in Canary Wharf. The workspace will foster collaboration and inspire creativity for our 900 employees amid our growth plans.Working arrangements

We value flexible ways of working. 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, subject to right to work in the country of choice. We’ll provide the necessary support to thrive in your work and home life from day one.*Subject to having the right to work in the country of choiceDiversity Statement

Zopa is committed to a workplace free from discrimination. Diversity of experience and background leads to better products and an inclusive culture. We are nearly 50 nationalities strong, with a DEandI forum and a culture where everyone can bring their full self to work. Our DEandI approach is reflected in our hiring process; please let us know if you require any reasonable ..... full job details .....