Operations Specialist London, England
Job description
Who we are:
Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?
We've already done big things since launching in the UK in 2020. In our first 24 months, we gained a huge 3 million customers. And just 14 months into our journey, we earned double-unicorn status – the fastest company in Europe to do so *bragging-not-bragging*
There are some exciting projects coming up and we've got big growth plans. Want to join us?
About the role:
The Operations Specialist is responsible for managing the BPO teams' access creation and deletion policy, reconciling seats provided of system tools used, and seat allocation and deletion request action. They will also be responsible for other operational tasks such as writing MOMs and sending them to relevant teams, conflict facilitation to resolve blockers, update sharing post-product release calls, and all BAU operations tasks.
Day-to-day responsibilities will include:
- Maintaining a high level of customer service by responding to inquiries and resolving issues in a timely and efficient manner.
- Ensuring that all operations processes are compliant with applicable regulations.
- Identifying and implementing opportunities to improve operational efficiency.
- Providing support to other members of the operations team.
- Manage the BPO teams' access creation and deletion policy.
- Reconcile seats provided of system tools used.
- Process seat allocation and deletion request action.
- Write MOMs and send them to relevant teams.
- Facilitate conflicts to resolve blockers.
- Update sharing post product release calls.
- Perform all BAU operations tasks.
- Maintain a high level of customer service.
- Ensure that all operations processes are compliant with applicable regulations.
- Identify and implement opportunities to improve operational efficiency.
- Provide support to other members of the operations team.
What we're looking for...
- Bachelor's degree in business administration or a related field.
- 3+ years of experience in operations or a related field.
- Strong understanding of financial services and fintech.
- Excellent problem-solving and analytical skills.
- Excellent written and verbal communication skills.
- Ability to work independently and as part of a team.
- Ability to work under pressure and meet deadlines.
- Proficiency in Microsoft Office Suite.
Bonus Skills:
- Experience with customer relationship management (CRM) software like Intercom, Zendesk
- Experience with project management software
What we offer:
- Income protection - long term injury or illness the company will pay 75% of your base salary for up to 5 years
- Pension scheme, 5% employee contribution and 3% employer contribution
- Share Options Scheme
- 26 days holiday + UK Bank Holidays
- Enhanced Maternity / Paternity / Shared Parental Leave / Adoption Pay
- Death in Service - 3x your annual basic salary up to £550k
- Private medical insurance
- Specialist referrals
- Counselling / Talking Therapy / CBT
- Dental
- Optical
- Physiotherapy / Osteopathy
- Cancer cover
- Virtual Doctor Online - online GP appointments within 2 hours
- Gym membership discounts
- £200 joining bonus for WFH set up on Zilch app
- Learning & Development - company support for professional qualifications and learning development
- Employee assistance programme
- Legal / Financial / Relocation advice
- Childcare support
- Lifeworks perks - online cash back at over 1200 brands, cinema discounts, digital gift cards
- Hybrid working model (Tuesday & Friday WFH)
- Casual dress code
- Free fruit, snacks, and refreshments in the office (and in office barista)
- Office breakout zone, including table tennis, pool, and comfortable seating.
Zilch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.
