We’re looking for a Merchant Operations & Onboarding Executive to help new merchants get live quickly, support an existing portfolio and improve how we deliver merchant operations.
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
Work flexibility
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.
Merchant Operations & Onboarding Executive in Manchester employer: Zopa Bank Limited
Zopa is an exceptional employer that prioritises a collaborative and ambitious work culture, where risk management is seen as a competitive advantage rather than a hindrance. With a strong focus on employee well-being, you will enjoy a good work-life balance and the flexibility to work from abroad for up to 120 days a year. The company fosters diversity and inclusion, ensuring that every employee can bring their authentic self to work while benefiting from opportunities for professional growth in a dynamic environment.
