Overview

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Operations Team Leader - Motor Finance

role at

Zopa Bank .We’re looking for an experienced Auto Ops Team Leader to help continue the growth of Zopa’s Auto offering for customers and partners. You will manage the day-to-day work of the Auto Ops team to deliver high standards of service, with oversight of team performance and a continuous improvement mindset.Responsibilities

Real-time management of department resources to ensure internal compliance and quality KPIs are met, including monitoring queue levels and reporting risks to Senior Management in a timely fashion.Respond to service level variations and match staff to demand while supporting forecasting requirements as needed.Ensure customer or stakeholder inquiries are handled in accordance with performance and service standards.Set the tone and culture of the team to foster a supportive environment aligned with company values and high performance.Monitor and drive individual and team performance against KPIs using 1:1s, feedback cycles, coaching, and clear objective setting; address shortfalls with actionable goals.Proactively report potential or actual operational risks to the Head of Department.Use data to drive continuous improvement of the department and identify new opportunities to improve service for customers and partners.Maintain knowledge to support the team with escalations and deliver required training and onboarding support.Support broader operational goals through owned initiatives with updates that improve performance aligned to Zopa key results.Identify areas for improvement through appropriate change forums and support delivery and rollout with clear communications.Working hours and location

Monday to Friday, 9:00–17:30, with one in four Saturdays and a day off in lieu. This is a hybrid role, with one to two days a week in the office.About You

Operational experience in a customer-focused environment with team leadership experience.Working knowledge of the FCA and its guidance to regulated firms.Team player with a drive to explore new ideas and ways of working to achieve greater success.Excellent attention to detail and a strong sense of personal responsibility.Strong problem-solving skills and creative thinking ability.Excellent verbal and written communication; proficient in Microsoft Word and Excel.Strong sense of urgency to deliver results and awareness of risk and the importance of controls and escalation.Strong prioritisation skills to manage high process volume alongside projects.Ideally proficient with Salesforce and experience creating reports and dashboards for team oversight and queue management.Experience in a growing/scaling organisation with a track record of developing teams in ability and size.Ability to manage internal and external stakeholder relationships and conduct robust interviews for new hires.Additional information

We’re on the move! Towards the end of 2025 Zopa will relocate to a new headquarters at 20 Water Street in Canary Wharf. The workspace will support collaboration for our growing team. We value flexible working and offer hybrid arrangements with 1–2 days in the London office per week. You may also work from abroad for up to 120 days a year.Subject to right to work in the country of choice. Diversity and inclusion are fundamental to Zopa. We welcome applicants from diverse backgrounds and provide reasonable adjustments as needed.

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