Process Manager - Collections and Vulnerable Customers

Our Story Hello there. We’re Zopa. 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. Find out more about our fantastic offerings at Zopa.com!

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.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

As a Process Manager at Zopa Bank, you will play a crucial role in understanding, managing and improving the processes that relate to Collections, Recoveries, Debt Sale, Deceased and Vulnerable Customers. Reporting directly to the Head of Collections Operations, you will be responsible for creating and maintaining process artifacts including knowledge pages for agents to use, training subject matter content, customer communication templates, standard operating procedures, process maps and the like. You will be responsible for understanding how these processes are performing day to day working with the risk and data teams to ensure that you have regular and meaningful insight on process performance, risks and weak areas where we need to improve our controls. You will use this information, as well as other qualitative and quantitative insight, to analyse and report on process performance and areas where the process can be improved either through automation/AI, improved process design and/or execution and/or better controls. You will create a prioritised roadmap of improvements which you will deliver, as well as supporting change delivery into your process areas, providing operational readiness and impact assessments and appropriate rollout and embedment plans proportionate to the size, scale and impact of the change. You will be willing to occasionally travel outside of the UK if required to visit suppliers.

A day in the life:

• Relationship Management: Primary point of contact for Changes and Operations Readiness for processes within your area of responsibility
• Work closely with the Risk and Compliance teams to understand opportunities to improve processes, mitigate risk and improve controls
• Work closely with the Process Excellence discipline and wider process community. You’ll be coaching and supporting others to embed process management and optimisation as a skillset across the wider operation.
• Process oversight and reporting: Seek out new data and insight both internally and externally looking at trends and themes in industry and across contact centres more broadly to improve understanding of process performance and benchmark performance
• Utilise new and existing qualitative and quantitative data available and report on the performance of processes within your area of responsibility, including sharing information on improvement activities and the impact of those activities.
• Performance Optimisation & continuous Improvement: Maintain a roadmap of prioritised initiatives that will deliver improved process performance, customer journeys and outcomes as well as agent experiences
• Deliver changes and process improvements, ensuring that the change is well understood, rolled out in a controlled way and embedded well/adopted consistently. Measure the effectiveness of changes and process improvements making refinements and iterations where needed
• Regularly review and update process artifacts and content relating to the processes within your responsibility to make sure they are up to date, accurate, clear and easy to use/follow for example knowledge pages used by agents to understand the process, standard operating procedures, process maps, communication templates, subject matter training materials.
• Subject Matter Expertise: Attend conferences and other external events, stay curious reading the latest articles and research/insight relating to process management and Customer Service in both Banking and Contact Centre settings. Taking learnings from others in the industry and staying up to date with emerging themes, trends and innovations or research/benchmarking that can help shape how you think about continuous improvements and enhancements for the processes you manage
• Share your subject matter knowledge internally to support the learning of others and input into projects and other internal initiatives.

About you:

• Proven experience in process management, oversight and improvement ideally with an understanding of/background in process improvement methodologies with experience of one of more of the following or equivalent: Lean, Kaizen, Business Process Re-engineering, Value Stream Mapping, Six Sigma
• Subject matter expert with experience in Collections and Recoveries practices and Vulnerable customers including Financial Services regulatory requirements, compliance standards, and risk management principles
• Experience in managing and leading change
• Demonstrated ability to manage multiple projects simultaneously and meet tight deadlines
• Proficiency in Microsoft Office Suite and supplier management software
• Excited by Zopa’s mission and working for a forward thinking FinTech
• Proven track record of delivering improvement initiatives with positive measurable impact
• Analytical mindset good at analysing qualitative and quantitative data spotting themes, trends and opportunities.