Senior Operations Manager

This is an exciting opportunity to shape the operations approach and support the ambitious growth plans of a well-established business, that has the backing of a well-resourced parent. DivideBuy was acquired by Zopa in April 23 as a future growth engine. DivideBuy offers interest free and interest-bearing credit at point of sale (POS) to consumers. Zopa has and will continue to invest in the business, having strengthened its technical, risk, product, and credit functions. So, all the pieces are in place to accelerate growth. As a Senior Operations Manager for us, your role will be crucial in overseeing and optimizing the day-to-day operations of the organization both to manage and continuously improve our service to our customers and partners but also to help manage the integration of the operations into the wider Zopa organisation.As part of the role, you will be required to work in our Stoke/Newcastle-Under-Lyme office twice a week, and in our London office once a month.A day in the life:You will manage team leaders who look after our front-line support teams - customer service, complaints, collections, and fraud, to ensure smooth and efficient processes and achieving key service metricsYou’ll develop and implement operational strategies, monitoring performance metricsYou will be responsible for leading the operation reporting to the Zopa Operations Director You’ll define the target operating model for managing the Dividebuy operations and implement this with a cross functional teamYou’ll partner closely with Zopa operations teams to align approach and optimise efficiencyYou will be responsible for managing relationships with operational suppliers or teaming up with cross functional teams where you use a centrally managed supplierYou’ll partner closely with our forecasting team to ensure resource requirements are managed appropriatelyYou will collaborate with cross-functional teams to ensure the service delivery meets our high expectations of compliance as well as meeting our regulator expectations.About you:You have experience in a similar Finance operations leadership role, ideally with experience of leading significant change within an organisationYou have knowledge of current industry operational best practice, including point of sale lending and have a strong network across the industryYou can engage effectively with stakeholders at different levels across the organisationYou enjoy owning and solving problems – you can create structure out of ambiguity, think about problems holistically and can drive an agenda while juggling multiple demandsYou're outcome and customer focused – you have a bias for doing the right thing and driving action to ensure we test and learn as we go, as well as making progress towards the big goalsYou have an understanding of the regulatory framework surrounding financial services, including regulatory reporting, and the implications of consumer duty within this domainYou have strong leadership and problem solving skills.
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