Senior Process Excellence Manager

London /
Service Excellence – Service Excellence /
Employee - Permanent
/ Hybrid
Our Story
Hello there. We’re Zopa.
We began our journey in 2005 with the drive to deliver customer-first 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!

We are looking for an experienced Process Excellence Manager to work within the Operation. Utilising your proven process skills and experience, you will embed best practice in to our way of thinking across the operation in order to ultimately drive optimisation; improving customer experience, reducing cost, reducing operational risk. 

A day in the life:

    • Create, manage and maintain a process architecture (hierarchy) for all of our products across all operational areas.   
    • Leverage the hierarchy to ensure that ownership and responsibility for all operational processes is clear.  
    • Elevate process management as a working culture and mindset across the operation. Set the standards for documentation and what good process ownership looks like.   
    • Collaborate with change management and first line risk to ensure we can enable high volumes of change to our processes whilst mitigating risk and inefficiency.  
    • With process owners review processes end to end through a customer, business and operational lens to identify improvements and helps support in creating the business case (if necessary) for investment to change.  
    • Maintain a 6-12 month roadmap of the process optimisation agenda. As part of this effectively prioritise initiatives to ensure we are investing in the initiatives that will return the most benefit to customers and the business.  
    • Once approved, help deliver identified improvements working with operations, product, tech, and other teams as necessary.  
    • Support key business programmes by partnering with technology, operations and suppliers to ensure processes support the business and work for all areas of operations . 

About you:

    • You will have worked within the Process space and have key demonstrable experience
    • You might have had previous experience in Process Ownership, Process Optimisation, Continuous Improvement  
    • You have a proven track record of embedding a process orientated culture and delivering this successfully within an organisation  
    • You are able to create and deliver against an agenda and vision that you set out for the direction of your function  
    • You are passionate about embedding new ways of thinking when it comes to process and have a proven track record of driving change in this area  
    • You enjoy thinking about Risk and Controls to ensure processes are well managed   
    • You'll have a history of building new process structures and hierarchy from the outset and driving this thinking   
    • You’ll have a history of delivering improvements using methodology such as Lean or Six Sigma  
    • You will have great attention to detail and a laser focus on improving process and procedures that drive operational, business and customer benefits  
    • You will have the ability to build and influence business cases for change and drive these through to completion both through working with others and in an autonomous way  
    • You will be a good balanced decision maker that is able to partner cross functionally with key stakeholders to make key business requirements 

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 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

To thrive here, you’ll need to:
Champion our customers. Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.
Help us make fearless choices. Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.
Walk the talk. Like us, you’ll be honest, stick to your promises and face the tough moments head-on.
Win smarter. You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view.
Be in it together. You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.