Samantha Mitton
Senior Partner Operations Associate @Zopa Bank
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WORK HISTORY
Senior Partner Operations Associate @Zopa Bank
London, GB
Monitor and analyse performance across outsourced operations, identifying trends, risks, and improvement opportunities using MI and operational data ~ Proactively highlight underperforming metrics and collaborate with partners and internal teams to agree and track corrective action plans~ Support day-to-day management of outsourced customer service, collections, and back-office operations~ Participate in supplier performance reviews and governance forums, ensuring actions, risks, and issues are clearly documented and followed up~ Maintain accurate performance records, risk logs, and issue trackers to support effective oversight and control~ Contribute to continuous improvement initiatives focused on efficiency, quality, and customer outcomes~ Work cross-functionally with Operations, Quality, Risk, and Analytics teams to improve processes and enhance MI accuracy~ Act as a key liaison between Zopa and outsourced partners, supporting data requests, operational queries, and escalations
EDUCATION
MidKent College
Diploma of Education, Legal Administrative Assistant/Secretary
ABOUT SAMANTHA MITTON
17 Years in Financial ServicesSenior Associate in Partner Operations at Zopa, focused on the performance, governance, and continuous improvement of outsourced operations.I use data-driven insight to identify risks and opportunities, support strong partner relationships, and help ensure our suppliers deliver great customer outcomes in line with Zopa’s standards. I work closely with outsourced teams across Operations, Quality, Risk, and Analytics to improve efficiency, quality, and operational performance.Analytical, collaborative, and proactive, I thrive in fast-paced environments where continuous improvement and customer experience come first.
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