Partner Operations Associate
London
Operations – Process & Partner Ops /
Employee - Permanent /
Hybrid
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 Zopa.com!
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 Instagram @zopalife
Since going live with our Outsourcing partner in South Africa, the operation has continued to grow from strength to strength, with the team currently supporting Customer Service across credit cards, loans, and savings along with collections and back-office teams.
As the business and our customer base and demand continue to grow, we will be introducing new lines of business to our team in South Africa. As such, the need to expand the team and support the Partner Operations Manager with the day-to-day oversight of the performance of the team has arisen.
You will be an organised individual who has a keen eye for detail, who can work to deadlines and who finds it easy to flex between priorities as instructed. You should know what excellent looks like from a front-line Operations perspective and be someone who can demonstrate excellence from previous roles. You will also be confident and comfortable liaising with stakeholders at various levels.
A day in the life:
- Track key performance indicators (KPIs) and metrics to measure supplier performance and identify areas for improvement
- Building relationships with our partners to ensure that the excellent service we are known for continues
- Lead weekly business review meetings with our partners to discuss performance vs required service levels
- Deep diving into performance areas, to highlight trends back to your manager in a reportable format. For example, queries that have been escalated back to in-house teams
- Documentation and record keeping
- Owning internal logs and records of feedback and actions
- Sharing and documenting insights and suggestions for improvements from call listening
- Sharing updates to processes to the operations team
- Participating in sessions to support change and improvement. Keeping record of actions and outcomes
About you:
- You ideally have experience within the Financial Service industry, working in a fast-paced operation across multiple products or with overseas partners.
- You’re analytical and have the ability to understand basic reporting to identify trends and pull them into a clear message (experience using analytical tools such as tableau are a plus)
- You’re confident in presenting information to a variety of stakeholders.
- You have the ability to work independently
- You’re able to effectively communicate with a variety of stakeholders
- You'll have intermediate Excel skills
- You have intermediate Power Point skills
- You’re able to travel overseas to visit our outsourced partners if required
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Flexible working? Yes please!
At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work life balance. Our teams work in a hybrid manner from our open-plan, riverside London Bridge office and the comfort of their own homes at a frequency that suits the team and the work they do.
Not only that – 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.
