Lead Product Operations Manager at Tide

ABOUT TIDE

At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market with over 1.6 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to help SMEs save both time and money.

Tide facts:

Tide is available for UK, Indian, German and French SMEs
Over 1.6 million members: 800,000 UK and 800,000 in India and growing rapidly
Over $200 million raised in funding
Over 2500 Tideans globally - we’re diversity champions!
We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, India

ABOUT THE TEAM:

Insurance is a core SME product and Tide is excited to broaden our proposition to accommodate this essential need for our members. The Insurance team is new at Tide and we are rapidly hiring to fill essential roles to build a world-class offering for our members.

ABOUT THE ROLE:

We’re seeking a data-driven Lead Operations Manager with a strong background in operations, finance, technology and insurance products. You’ll lead the insurance product-operations team globally, working with other teams from across the company - including member support, financial crime, finance operations, risk, compliance, technology and product - as well as with our partner insurers and Tide Members.

You will be setting up the operational workstream from scratch. Responsible for defining and monitoring KPIs and SLAs for our insurance products in all markets, risk assessment and risk and issue management, solving problems and reducing member pain points. Working closely with our Product and Member Operations teams will be vital in this role.

This is a new role at Tide reporting directly to the CEO of Tide Insurance Services. You will be a key member of Tide’s Insurance Services Leadership team, scaling our presence in the UK, India and our new EU markets.

Build from the ground up, the operational processes, practices, SLAs, KPIs and budgets for our insurance teams globally.
Design and implement a global risk management framework that allows operational risks to be proactively managed for insurance services.
Define and monitor performance metrics, escalate performance issues, and understand the root cause of sub-optimal processes.
Manipulate data using Excel and other visualisation tools, to create dashboards and provide actionable insights - you’ll have a way with numbers.
Build reporting frameworks and capabilities, as well as own the reporting cadence to senior leadership.
Once in BAU, act as the primary point of contact for all insurance partners, organising and conducting monthly/quarterly business reviews (QBRs), demos, and meetings to maintain a strong partnership and resolve escalations and issues promptly.
Work with the product team to agree on SLAs and operational reporting with partners and continuously monitor performance.
Act as the voice of the customer, supporting our Member Support team to analyse customer feedback, support queries and complaints data. Recommend solutions and take ownership of the implementation of any new improvements.
Provide analysis and insight to support the leadership and product teams with prioritisation decisions.
Responsible for ensuring that requirements from the Risk and Compliance and Legal team are implemented and/ or adhered to
-Manage change through project delivery:

Own and deliver non-technical projects (spanning commercial and operational topics);
Support Product Managers to manage cross functional technical projects. Being a central liaison across wider Tide operations;
Be the operational lead on a number of initiatives and manage a wide selection of key stakeholders;
Utilise good change management practice to ready the operation for all new initiatives, including training, FAQ’s, risk management, resource planning and issues management.

WHAT WE ARE LOOKING FOR:

You have 5-10 years of work experience working in operations, and/or consulting in the financial or insurance services sector.
A proven track record defining and implementing an operations workstream from scratch.
Leadership experience of distributed teams in a specialist function like Product Operations.
You have a commercial mindset, able to identify opportunities to optimise revenue and /or increase sales.
You are disciplined, with experience implementing frameworks to ensure best in class operations and experience of process re-engineering.
You are organised and can deliver complex projects spanning multiple work streams and functional areas.
You are analytical and enjoy working with data, with experience of business analytics tools: Excel and SQL
You are customer-focused and a team player. You have strong stakeholder management skills and can build credible relationships quickly and know how to get the best out of people.
You have strong attention to detail - you have a sixth sense for when things don’t look right and the conviction to investigate whether it’s a larger problem!
You are resilient - you’re willing to spend the time it takes to discover where a problem lies and not stop until it’s solved.
You are proactive - you’ll need to enjoy the challenge of continuously improving processes and always be on the hunt for the next problem that needs to be fixed!
You are fluent in English. Other European languages are highly valuable.

WHAT YOU’LL GET IN RETURN:

Our location-specific employee benefits are designed to cater to the unique needs of Tideans:

25 days paid annual leave
3 paid days off for volunteering or L&D activities
Extended maternity and paternity leave covered by the company
Personal L&D budget
Additional health & dental insurance
Mental wellbeing platform
Fully covered Multisports card
Food vouchers
Snacks, light food, drinks in the office
WFH equipment allowance
Flexible working from home
Sabbatical Leave
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TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

Disclaimer

It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:

Tide does not charge any fees at any stage of the recruitment process.
All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
Communication from Tide will only come from an official @tide.co email address.
Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co
Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.

Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

About Tide

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Lead Product Operations Manager

Job Description