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- Tasks: Lead the transformation of Workforce Management, improving data and operational effectiveness.
- Company: Zopa Bank is redefining finance with a customer-first approach since 2005.
- Benefits: Enjoy flexible working, including remote options and a vibrant new office in Canary Wharf.
- Why this job: Make a real impact in a fast-evolving environment while collaborating with diverse teams.
- Qualifications: Strong analytical skills, leadership experience, and a strategic mindset are essential.
- Other info: Join a diverse team that values creativity and offers opportunities for personal growth.
The predicted salary is between 72000 - 108000 £ per year.
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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 !
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
Our Workforce Management (WFM) team acts as the \”Control Center\” of Zopa’s Operations. It is responsible for forecasting operational demand, influencing headcount decisions, and managing agent scheduling to meet our customer contact service levels.
We\’re at an exciting inflection point. As Zopa continues to scale across multiple product lines, the complexity of managing our front office, back-office, in-house, and outsourced operational teams grows. We’re looking to transform this function. This role will be pivotal in shaping the future of Workforce Management at Zopa. We are embarking on a journey to uplift our capabilities by procuring modern WFM tooling, streamlining how we work, and ensuring our team is equipped with the right tools and data to be truly effective. Efficiency and resilience remain key focuses, but we are evolving to be more proactive, strategic, and insight-led.
We’re not just looking for someone to run the function—we’re looking for someone to reimagine and scale it. If you’re motivated by making a tangible impact, love problem-solving, and are excited by building a high-performing function, we’d love to speak to you.
A Day In The Life
- Leading the transformation of our WFM capabilities—scoping and procuring new tooling, improving data pipelines, and introducing best practices to level up our operational effectiveness.
- Cultivating strong relationships with stakeholders in product, finance, and operations to stay updated on the latest product growth forecasts and operational changes.
- Building and maintaining an accurate forecasting model with your team that tracks well against actuals and can be reliably used for decision-making. Collaborating closely with the centralised analytics and operations teams to ensure we have the right data to inform our models, especially where they are key drivers of demand.
- Clearly articulating any significant changes to our forecasts, particularly when deviating from our budget or expectations. Leading senior stakeholder discussions with confidence, communicating effectively at a high level while understanding the details.
- Working with the team to manage agent scheduling and access management, ensuring optimisation for the expected workload to maintain good service levels.
- Developing and maintaining operational playbooks that guide your team on which strategies to deploy during operational spikes in various functional areas.
- Presenting valuable insights and strong recommendations to the Operations team on how to improve efficiency and driving this change through data.
About You
- You bring strong analytical and quantitative skills, and you love solving complex problems.
- You’re not just operational—you’re strategic. You think big-picture while maintaining a strong grasp of executional detail.
- You have a proven track record in leading teams, delivering change, and influencing at senior levels.
- You’re experienced in evaluating and implementing tooling, and you’re comfortable making business cases to secure investment.
- You’re motivated by impact, transformation, and building something meaningful—not just maintaining the status quo.
- You thrive in ambiguity and are comfortable in a fast-evolving environment.
- You are a natural collaborator and communicator who can align teams, remove blockers, and drive momentum.
We\’re on the move!
Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
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 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.
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Human Resources
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Industries
Financial Services, IT Services and IT Consulting, and Banking
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Head of Workforce Management employer: Zopa Bank
Contact Detail:
Zopa Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Workforce Management
✨Tip Number 1
Familiarise yourself with Zopa's mission and values. Understanding their focus on customer-centric banking will help you align your vision for Workforce Management with theirs, showcasing how you can contribute to their goals.
✨Tip Number 2
Network with current or former employees of Zopa, especially those in operations or workforce management roles. This can provide you with insider insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams through change and implemented new tools in previous roles. Zopa is looking for someone who can reimagine their WFM function, so demonstrating your strategic thinking will be key.
✨Tip Number 4
Stay updated on the latest trends in workforce management technology. Being knowledgeable about modern WFM tools and best practices will not only impress your interviewers but also show that you're proactive and ready to lead Zopa's transformation.
We think you need these skills to ace Head of Workforce Management
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Head of Workforce Management at Zopa Bank. Understand the key responsibilities and required skills, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Focus on your analytical abilities, leadership experience, and any previous work in workforce management or similar roles.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also demonstrates your passion for transforming workforce management. Mention specific examples of how you've made an impact in previous roles and how you can contribute to Zopa's vision.
Showcase Your Problem-Solving Skills: In your application, provide examples of complex problems you've solved in past positions. Highlight your strategic thinking and ability to implement effective solutions, as these are crucial for the role at Zopa.
How to prepare for a job interview at Zopa Bank
✨Understand Zopa's Vision
Before the interview, make sure you grasp Zopa's mission to redefine finance. Familiarise yourself with their customer-centric approach and how they aim to empower individuals. This will help you align your answers with their values.
✨Showcase Your Analytical Skills
As the Head of Workforce Management, strong analytical skills are crucial. Be prepared to discuss specific examples where you've used data to drive decisions or improve processes. Highlight your experience in forecasting and managing operational demands.
✨Prepare for Stakeholder Engagement
This role involves significant interaction with senior stakeholders. Practice articulating complex ideas clearly and confidently. Think of instances where you've successfully influenced decision-making at a high level and be ready to share those stories.
✨Demonstrate Your Strategic Thinking
Zopa is looking for someone who can think strategically about workforce management. Prepare to discuss how you've transformed functions in previous roles, focusing on your ability to innovate and implement new tools or processes that enhance efficiency.
