Operations Team Leader - Auto Car Finance

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. The Role: In late 2017, we offered our first secured Auto loan, and since then, we have built and improved the product. Zopa has built a team that is delivering fantastic growth. We’re looking an experienced Team Leader for our Auto Ops team to help continue the growth of our Auto offering for both our customers and partners. As an Auto Ops Team Leader at Zopa, youll play a vital role in ensuring the smooth running of operational BAU and delivering good customer outcomes. Your primary responsibilities will be to manage, organise and coordinate the day-to-day work of the Auto Ops team to deliver the highest standards of service for our customers and partners, in relation to our Auto products. You will ensure you have adequate oversight of team performance and act on any insight that can help improve how we do things with a continuous improvement mindset. This position requires a keen eye for detail, ability to work to strict regulatory deadlines, and a strong team-orientated work ethic. In a fast-paced environment prone to constructive change, you’ll need to demonstrate an embracing attitude to this and provide a challenge mindset ensuring that you can deliver change through your team with clear communication and instruction in as seamless a way as possible. You’ll champion our approach to changing the landscape in the automotive finance world and hold a pivotal role in guiding the team that’s the face of Zopa to our automotive partners. Working Hours: Monday to Friday, 9:00-17:30, working one in four Saturdays with a day off in lieu for Saturday working. This is a hybrid role, with one to two days a 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 close monitoring of all queue levels, reporting risks and issues to Senior Management in a timely fashion • Appropriately respond to service level variations and match staff too demand whilst supporting with forecasting requirements as needed • Ensure that customer or stakeholder enquiries are dealt with in accordance with the performance and service standards of the business • Set the tone and culture of the team, that helps to foster a supportive environment, focussed on common goals with a high-performance mindset in line with company values • Monitor and drive individual and team performance against KPIs, utilising structured 1:1’s, feedback cycles, coaching methods and clear performance goal setting whilst setting specific and actionable objectives where performance falls short • Proactively report up-line any potential or actual operational risks in a timely and accurate fashion to the Head of Department • Utilise data to make informed decisions to drive continuous improvement of your department, seeking new opportunities for insight to help you, the team and our customers • Maintain appropriate department knowledge to support the team with escalations as well as deliver required training and onboarding support • Support broader operational goals and objectives through your owned set of initiatives with a focus on delivering positive, actionable updates that improve performance aligned to Zopa key results • Highlight areas for improvement through appropriate change forums and support with delivery and rollout in your area with clear comms About you: • You will have operational experience in a customer focussed environment with team leadership experience • You’ll have a working knowledge of the FCA and its guidance to regulated firms • You are a team player with a drive to explore new ideas and ways of working in order to achieve greater levels of success • You possess outstanding attention to detail, with strong ethic of personal responsibility • You are an excellent problem-solver and have an ability to think creatively • You display great verbal and written communication skills as well as being proficient in Microsoft Word and Excel • You operate with a strong sense of urgency to deliver results • You have a strong awareness of risk and the importance of controls and escalation • You display terrific prioritisation skills to manage high process volume in parallel with projects • Ideally you will be proficient with Salesforce and have experience creating reports and dashboards for team oversight and queue management • Preferably you will have experience in a growing/scaling organisation with a track record of developing teams in ability and size • You will show a strong ability to manage internal and external stakeholder relationships • You will be experienced in conducting thorough and robust interviews for new hires