Head of 1st Line Risk - Customer Lifecycle and Servicing

Zopa, London

Simple loans. Smart investments.

Our Story
Hello there. We’re Zopa.
We began our journey in 2005 with the drive to deliver customer-first financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and honest financial products that have the customers’ needs at their heart.
We’re regularly recognised at industry awards for our game-changing products and are proud to be one of the market leaders in consumer lending in the UK. But our work doesn’t stop there. 
After securing £220 million in our 2021 funding round led by SoftBank, we’ve entered the next stage in our journey. So far, we’ve lent out over £6 billion and made money work better for over half a million people across the UK who were looking to borrow or save with us. In less than 2 years after becoming a bank, we hit £1 billion in customer deposits and we’re also a top 5 credit card issuer in the UK. And this is just the beginning.
We’re set on achieving big things with ambitious growth targets to match. This means there's a range of opportunities for you to excel and develop through a career at Zopa, while building better banking products that truly matter to our customers.   
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa. For a closer look at our culture, check out our latest video here. And if you want to join us, have a look at our current open roles!

Key to this mission are our Service Excellence Tribe and our Customer Lifecycle Tribe. 
The Service Excellence Tribe oversee our systems, process design, analytics and outsourcing to support and deliver our customer facing and back of house Operations
The Customer Lifecycle tribe manage our cross-product journey design, proposition, communications, and channels – including CRM, App and Web.
 These Tribes are always tackling new challenges to progress our approach to customer management. We are looking for an experienced operational risk leader to work closely with them to understand and drive decision-making on the operational risk associated with their program of work.  Key areas of focus will be operational outsourcing risks and operational risk linked to our Ops systems, tech and automated process. The role is an exciting opportunity for a leader motivated by driving change and contributing to delivering responsible growth and a truly customer centric experience.  

A day in the life

  • You'll be the Senior first line risk lead across the multi-product teams (S.E, Lifecycle, Some Segway into Ops) who can work closely with our Chief Customer Officer and the department heads to deliver the following:
  •  Recognise complex areas of risk, particularly associated with Outsourcing, Systems and tech. With the ability to assess complex problems and get to the heart of the matter to identify the types and level of risk in the light of Zopa risk appetite.
  •  Define solutions in response to risk which are i) smart ii) proportionate, iii) sustainable (eg. Automated controls over manual interventions) and iv) considered (ie not just plugging the gap but thinking more holistically about the issue and what we need to face into to improve the risk environment
  •  Mobilise and hold accountable teams where there are interdependencies in order to deliver the agreed solutions in a timely and high-quality way
  •  Improve the quality of discussion and debate around risk – ensuring appropriate escalation, a consistently evolving approach to MI and controls and clear expectation setting within the first line teams   

About you

  • You'll be an experienced Operational Risk leader with a passion for enabling teams to deliver better customer outcomes
  •  You'll be able to identify complex areas of operational risk, including proven track record of dealing with outsourcing, technology, and process-based risks. This also includes engagement with Zopa’s material suppliers and knowledge of 3rd party risk.
  • You should be highly commercial, and outcome orientated, able to quantify risk vs reward for the business to propose the optimal outcomes for customers and Zopa
  • Able to design and lead the implementation of smart solutions across multi-functional teams
  • A strong communicator, able to well articulate the issues, trade-offs and solutions in order to gain buy in to your proposals
  • Passionate about improving the risk environment by taking a holistic approach to assessing and dealing with risk and by consistently improving the control structures and MI which the teams rely on
  • Be a source of subject matter expertise and wise counsel for senior business colleagues in your area such as second line risk and first line counter- parts to ensure a coherent approach to Zopa risk appetite and an efficient sharing of best practice
  • An experienced coach who can help to improve the quality of thought in the first line teams regarding risk assessment and promote a risk-aware culture across the business. 

Bonus point for

  • A proven track record of managing first line risk in a B2C company which is highly technology enabled. Ideally you will have experience of managing risks associated with offshore outsourcing
  • Financial services experience desirable as you should have experience of working within a Three Lines of Defence model and understand the expectations on someone within the first line of defence
  • Hands on experience of delivering business outcomes whilst creating a positive risk environment 
  • A good knowledge of the regulatory framework in which Zopa operates and specifically the Senior Manager and Certification Regime as you will be supporting one of Zopa’s SMF holders.  

Flexible working? Yes please!

Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both!), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

Not only that – you'll also have the option of working from abroad for up to 90 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

To thrive here, you’ll need to:
Champion our customers. Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.
Help us make fearless choices. Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.
Walk the talk. Like us, you’ll be honest, stick to your promises and face the tough moments head-on.
Win smarter. You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view.
Be in it together. You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.

About Zopa

About us Simple loans. Smart investments. We believe a loan should be there to help you, not hold you back. And an investment should be rewarding, but also ethical. We're shaping the future of finance by offering competitive rates, flexible and intuitive products and award-winning customer service. We exist to make money simple and fair for everyone – to enable people to do more with their money and take control of their finances.


Want to learn more about Zopa? Visit Zopa's website.