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Talent Partner

Zopa Bank Limited, City of Westminster

Talent Partner

Salary not available. View on company website.

Zopa Bank Limited, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 1 week ago, 6 Sep | Get your application in now before you're too late!

Closing date: Closing date not specified

Job ref: 9b4822bfa7c64a6f80bc7bdcc72bd9ac

Location ref: City of Westminster

Full Job Description

  • Own the end-to-end complaints operation across a complex, multi-product digital bank.
  • Set high standards for customer outcomes, quality, consistency and regulatory control.
  • Lead the team through a significant change journey, building engagement and capability as ways of working evolve.
  • Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight.
  • Use data, forecasting and capacity planning to improve performance and scale efficiently.
  • Support sound judgement on sensitive, complex and high-impact cases.
  • Represent the function credibly in senior forums and with external regulatory stakeholders.
  • Develop a high-performing leadership team with clear expectations and accountability.
  • Balance innovation with the rigour needed for fair, defensible customer outcomes.
    • About you:
  • Bring proven complaints-function leadership experience within financial services.
  • Apply FCA DISP, Consumer Duty and Financial Ombudsman Service requirements confidently in a live operational setting.
  • Lead teams across multiple complaint products, complex cases and competing priorities.
  • Make thoughtful, customer-centred decisions where conduct risk or significant customer detriment is involved.
  • Use operational data and insight to improve performance and prevent repeat customer issues.
  • Build effective controls, quality frameworks and regulatory reporting.
  • Influence senior stakeholders and drive change outside your direct line of control.
  • Lead people through ambiguity, change and heightened performance expectations.
  • Communicate with clarity, credibility and sound judgement in senior and regulatory forums.

    Experience in a high-growth, digitally led bank or fintech.
  • Direct current-account complaints experience.
  • Experience of auto complaints or discretionary commission redress.
  • Evidence of implementing AI, automation or technology-led process change.
  • Experience redesigning an operating model for greater productivity and capability.
  • A track record of building effective root-cause analysis partnerships with Product or Customer Experience teams.

    We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.
    • You'll also have the option of working from abroad for up to 120 days a year!
  • But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one.
  • Subject to having the right to work in the country of choice
    • Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. Our approach to AI in interviews At Zopa, AI isn't something we're testing out - it's part of how we work every day. As a proud partner of Jobs 2030, we're committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs. Because of that, we want to be transparent about how we think about AI use during our hiring process. Behavioural and competency-based interviews: please don't use AI. These conversations are designed to understand you - your experiences, your judgment, and how you've approached real situations. An AI-generated answer can't tell us that. What it can do is get in the way of us finding out whether we're the right fit for each other.

Direct job link

https://www.jobs24.co.uk/job/talent-partner-127356643
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