Merchant Operations & Onboarding Executive

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 A day in the life:: • Coordinate merchant onboarding across our Payments and Retail Finance platforms. • Work with Sales, Implementation and Merchant Success to support successful launches. • Guide merchants through testing, integrations, portals, APIs and sandbox environments. • Identify onboarding blockers and help reduce time to value. • Act as the main operational contact for a portfolio of merchants. • Manage support queries through Zendesk and coordinate complex issues with internal teams. • Re-engage onboarded merchants that are not yet actively trading. • Improve onboarding and support processes through automation and AI. • Maintain Help Centre content, onboarding guides and operational playbooks. • Use merchant feedback and support trends to recommend scalable improvements. About you:: • Demonstratable experience in operations, onboarding, implementation or support within fintech, payments, SaaS or financial services. • Strong communication and organisational skills. • The ability to explain technical information clearly and manage multiple priorities. • Experience using tools such as Zendesk, Jira or Confluence. • Confidence using data and feedback to identify improvements. • A curious, proactive approach and an interest in AI, automation and operational excellence. • A collaborative style and confidence working across multiple teams. • You're comfortable with autonomy and can take ownership when needed At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 2-3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) Please note this office is dog friendly so you might see some furry friends about!   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.  Technical interviews: it depends on the role. Some technical stages actively welcome AI use, others don't. Your Talent Partner will let you know what's expected at each stage. Where AI is part of the assessment, we'll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.