Head of Workforce Management

Toolbx; London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A financial services company in London is seeking a Workforce Management Lead to transform operational capabilities. The successful candidate will drive strategic initiatives, enhance forecasting models, and cultivate stakeholder relationships while working in a hybrid environment that emphasizes collaboration and flexibility. Strong analytical skills and experience in team leadership are essential for this pivotal role.

Benefits

Flexible working options

Opportunity to work abroad for up to 120 days a year

Diversity initiatives and community programs

Qualifications

• Proven track record in leading teams and driving change.
• Experience in evaluating and implementing operational tooling.
• Ability to communicate effectively at senior levels.

Responsibilities

• Lead transformation of WFM capabilities with new tooling.
• Build and maintain forecasting models based on data.
• Develop operational playbooks for team strategies.

Skills

Analytical and quantitative skills

Problem-solving

Strategic thinking

Team leadership

Stakeholder management

Tools

Data analysis tools

Workforce Management tools

Job description

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.