Merchant Operations & Onboarding Executive
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
- Demonstrable 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.
- Comfortable with autonomy and can take ownership when needed.
Working Arrangements
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). You’ll also have the option of working from abroad for up to 120 days a year, 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
Zopa Bank is an excellent employer that values flexibility and work-life balance, offering a hybrid role that allows you to work remotely while also fostering collaboration in our Manchester office. With a strong commitment to employee growth, we provide ongoing training and development opportunities within a supportive and diverse team environment. Join us to be part of a forward-thinking bank that prioritises exceptional customer service and employee satisfaction.
