Operations Team Leader - Point Of Sale (hybrid)

Operations Team Leader - Point of Sale (Hybrid)

As an Operations Team Leader in our Point of Sale (POS) lending team, you'll lead a group of talented customer service agents, ensuring the delivery of seamless, compliant, and scalable processes that support both our POS customers and merchant partners. You'll take full ownership of your team's day-to-day performance and wellbeing, making sure they have the right support, tools, and development opportunities to thrive. Beyond your people leadership responsibilities, you'll play a key role in driving process improvements, resolving operational challenges, and working cross-functionally to help deliver a first-class experience for our customers and partners. This is a fantastic opportunity to help shape the operational foundations of a high-growth lending product, all within a fast-paced, mission-driven environment.

Working Hours: Full-time, 37.5 hours per week (Monday to Friday) Shifts: 8am–4pm or 10am–6pm (Rota) Weekends: 1 in 4 weekends required (Saturday: 8am–4:30pm) A weekday off will be given when you work a Saturday Location: Based in Manchester Office attendance: 3 days per week

A Day in the Life:

• Manage department resources in real-time to ensure internal compliance and quality KPIs are consistently met. This includes close monitoring of all queue levels and timely escalation of risks or issues to Senior Management.
• Collaborate cross-functionally with teams including Product, Tech, Risk, Compliance, and Retailer Success to embed new processes and manage change effectively.
• Ensure customer and stakeholder enquiries are handled in line with business performance and service standards.
• Set the tone and culture of the team, fostering a supportive, goal-oriented environment with a high-performance mindset aligned to Zopa's values.
• Monitor and drive individual and team performance against KPIs, using structured 1:1s, coaching, feedback cycles, and performance goal setting. Implement clear, specific, and actionable objectives when performance gaps are identified.
• Provide regular performance updates to your line manager, including action plans where targets are not being met.
• Proactively identify and escalate potential or actual operational risks to the operational manager in a timely and accurate manner.
• Use data insights to make informed decisions, driving continuous improvement across the department and identifying opportunities to enhance team and customer outcomes.
• Maintain up-to-date department knowledge to support team escalations and deliver training and onboarding for new team members.
• Contribute to broader operational objectives by owning initiatives that drive performance improvements aligned with Zopa's key results.
• Identify areas for improvement via relevant change forums and support successful delivery and communication of changes within your area.

About You:

• Operational experience in a customer-focused environment, with proven team leadership experience
• Working knowledge of the FCA and its guidance for regulated firms
• Demonstrable experience in workflow management
• Exceptional attention to detail and a strong sense of personal accountability
• Excellent problem-solving skills with the ability to think creatively and proactively
• Strong verbal and written communication skills, with proficiency in Microsoft Word and Excel
• Ability to operate with urgency and deliver results under pressure
• High awareness of risk, along with the importance of effective controls and timely escalation
• Excellent prioritisation skills to manage high-volume processes alongside project work
• Strong ability to build and manage internal and external stakeholder relationships
• Managing internal and external stakeholder relationships
• Desirable: Experience working with a Point of Sale (POS) product or within a Buy Now Pay Later (BNPL) scheme, ideally in a digitally focused bank or FinTech environment
• Experience in a growing or scaling organisation, with a proven track record of developing teams in both capability and size