Operations Improvement Specialist

2 weeks ago

London, Ohio, United States Zopa Full time
About Us: Welcome to Zopa. Since our inception in 2005, we have pioneered the peer-to-peer lending model and, in 2020, we proudly introduced Zopa Bank. Our mission is to revolutionize the financial landscape by prioritizing customer needs and preferences. We are committed to transforming the perception of finance, ensuring our customers feel valued and empowered. Discover more about our innovative services at
We take immense pride in our accomplishments, which are a testament to our exceptional team. Our workplace culture has earned us recognition as one of the UK's Most Loved Workplaces.
If you are someone who thrives on unconventional challenges, possesses a unique perspective, and is motivated to create significant change, Zopa is the right place for you. Join us in making a meaningful impact.
As an Operations Improvement Specialist at Zopa Bank, you will be instrumental in analyzing, managing, and enhancing the operational processes related to Customer Service and Cash and Payments across various financial products, including Savings, Loans, Credit Cards, Auto Finance, and Current Accounts. Reporting to the Head of Customer Service, your responsibilities will include developing and maintaining essential process documentation such as knowledge resources for agents, training materials, customer communication templates, standard operating procedures, and process diagrams. You will monitor the daily performance of these processes, collaborating with risk and data teams to gain valuable insights into process effectiveness, potential risks, and areas for improvement. Utilizing both qualitative and quantitative data, you will assess and report on process performance, identifying opportunities for enhancements through automation, refined process design, or strengthened controls. You will create a prioritized list of improvement initiatives and oversee their implementation, ensuring operational readiness and comprehensive impact assessments tailored to the scale and significance of the changes. Occasional travel outside the UK may be required for supplier visits. Key Responsibilities:
  • Stakeholder Engagement: Serve as the primary liaison for process changes and operational readiness within your designated area.
  • Collaborate closely with Risk and Compliance teams to identify process improvement opportunities, mitigate risks, and enhance controls.
  • Engage with the Process Excellence community, coaching and supporting colleagues to integrate process management and optimization skills across the organization.
  • Process Monitoring and Reporting: Actively seek new data and insights, both internally and externally, to identify trends and benchmarks in process performance.
  • Utilize qualitative and quantitative data to report on process performance, sharing updates on improvement initiatives and their impacts.
  • Performance Enhancement & Continuous Improvement: Maintain a roadmap of prioritized initiatives aimed at improving process efficiency, customer experiences, and agent satisfaction.
  • Implement changes and process enhancements, ensuring thorough understanding, controlled rollout, and consistent adoption. Measure the effectiveness of changes and make necessary adjustments.
  • Regularly review and update process documentation to ensure accuracy, clarity, and usability for agents.
  • Industry Expertise: Attend conferences and stay informed on the latest trends and research in process management and Customer Service within Banking and Contact Centre environments. Share insights with the team to foster continuous improvement.
Qualifications:
  • Demonstrated experience in process management and improvement, with familiarity in methodologies such as Lean, Kaizen, Business Process Re-engineering, or Six Sigma.
  • Expertise in Customer Service and Cash and Payments, including knowledge of financial services regulations and risk management principles.
  • Proven ability to lead and manage change initiatives.
  • Strong project management skills, capable of handling multiple projects and meeting deadlines.
  • Proficient in Microsoft Office Suite and supplier management tools.
  • Passionate about Zopa's mission and the FinTech industry.
  • Track record of delivering impactful improvement initiatives.
  • Analytical mindset with the ability to interpret qualitative and quantitative data to identify trends and opportunities.
Flexible Working: At Zopa, we embrace flexible working arrangements, recognizing the importance of collaboration and work-life balance. Our teams operate in a hybrid model, balancing time between our vibrant UK offices and remote work, tailored to team needs. Additionally, you can work from abroad for up to 120 days a year, ensuring you have the support necessary to thrive in both your professional and personal life from day one.
Diversity Commitment: Zopa is dedicated to fostering a workplace free from discrimination. We believe that diverse experiences and perspectives enhance our products and create a unique company culture. Our team comprises nearly 50 nationalities, and we actively promote diversity, equity, and inclusion within our hiring processes. If you require any reasonable adjustments, please let us know.

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