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Customer Operations Manager

1 month ago

London, UK, United Kingdom Zopa Bank Full time

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.

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?

Zopa are looking for a highly motivated, people driven Customer Operations Manager to support the scale of our department with high focus on delivering impactful change and supporting wider business objectives. You will be customer centric, possess strong communication and leadership skills whilst able to show an agile style to work and ability to think on your feet. You’ll display a real sense of ownership for your area, developing a team that strives for the best customer outcomes and consistently searches for and delivers meaningful improvement in line with Zopa’s vision.

As a Customer Operations Manager at Zopa, you will oversee the day-to-day operation of our Operational Support/Customer Service teams, ensuring the department is delivering exceptional customer experience, supporting across our broad range of products, maximising productivity, and executing Zopa’s policies and procedures with the upmost integrity. You should consider how to implement Zopa’s values within everything that you do and ensure and champion best ways of working.

Furthermore, you will create positive, forward-thinking culture within the team, and this should be at the forefront of your mind. You’ll be expected to work towards common goals by inheriting our business objectives as your blueprint towards your short-, medium-, and long-term planning. This will require close collaboration with numerous stakeholders and your engagement and management of these relationships will help deliver success for our customers and the business.

A day in the life:

• Effectively deploy Zopa’s people management strategies across the department. Paying particular attention to events such as Zopa’s Culture Amp

• Line manage Team Leaders, overseeing both their individual and teams’ performance

• Ensure the department is successfully operating within Regulatory and Business SLA’s

• Manage the day-to-day operation and associated performance metrics

• Identify poor customer outcomes from Complaints RCA, QC reporting, CSAT and Risk Events to ensure plans are created and executed to push for continuous improvements, eradicating poor customer journeys

• Case management decision making - accountable to make final decisions on individual case escalations

• Work with the Senior Operations Manager to Identify and deliver continuous process improvements across departments area of jurisdiction

• Accountable for all agents process adherence. Working closely with QC managers, identifying potential concerns and owning actions for improvement to ensure that the department achieves its quality performance targets

• Accountable for all agents achieving their performance objectives

• In conjunction with the RTA, provide strong Resource Management, focusing on the performances of metrics such as agent schedule adherence, monitoring Shrinkage (Both external and internal) and ensuring all KPI’s are maximised

• Assist the Senior Operation Manager with change management. Attending change management meetings where required and following the changes from creation through to execution

• Recruit, train, and develop a high-performing team of customer focussed professionals

• Provide ongoing coaching and feedback to team members to enhance their skills and capabilities, ensuring your direct reports are doing the same

• Serve as a primary point of contact for internal stakeholders, including senior management, risk management, and business units regarding department matters

About you:

• You have experience in management, with a focus on customer service within the financial services industry

• You can display an ability to work under pressure in a fast-paced environment while maintaining attention to detail and quality standards

• You have demonstrated problem-solving abilities and a track record of driving process improvements

• You possess excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels

• You can operate with a strong sense of urgency to deliver results

• You show a strong awareness of risk and the importance of controls and escalation

• You have an analytical mindset with proficiency in data analysis and reporting tools

• You can demonstrate a strong understanding of the regulatory requirements and industry best practices related to our business (e.g., FCA, DISP rules)