Operations Manager (KYC)
Location:
Bulgaria
Department:
Customer (Member) Operations
Posted:
ABOUT TIDE
At Tide, we are building a finance platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.
Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2000 employees.
Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.
WHAT ARE WE LOOKING FOR
We’re looking for an Operations Manager, ideally with experience in KYC, Consulting, Operations, Finance, or Technology. In this role you’ll become a key member of Tide’s KYC Operations team scaling our presence in the UK and our new German market. This role will expose you to teams from across the company – including Customer Support, Marketing, Finance, Tech, and Product – as well as our third party KYC vendors and Tide customers – who we call members.
As an Operations Manager at Tide, you’ll join an ambitious team of highly motivated, talented Tideans who love to collaborate and are driven by helping people achieve their business ambitions. We live and breathe our values, which are to put our members first, work as one team and be data driven.
IN THIS ROLE, YOU WILL BE
- Scaling and optimising our UK and Germany focused operations for the onboarding, event driven reviews, and screening teams
- Monitoring acquisition funnel operating performance and KPIs (e.g. commercial targets, conversion rates, or other key results) and investigating and raising deviations
- Creating dashboards and analysing operational performance, defining performance metrics, escalating performance issues, and understanding the root cause of sub-optimal processes
- Proactively analysing and solving problems through collaboration with technical and non-technical teams to arrive at the right solution
- Be the essential link between KYC operational and product teams, looking for improvements on both sides, with the ultimate goal of increasing conversion and mitigating financial crime risk
- Liaising with vendors in case of incidents and performance issues
- Building, optimising and advocating for scalable processes that are clearly defined and documented
- Owning and delivering non-technical projects and supporting product and marketing to manage coordination of cross-functional technical projects
- Manipulating data using Excel and other visualisation tools to provide actionable insights – you’ll have a way with numbers
WHAT MAKES YOU A GREAT FIT
- You speak fluent English; German speaking skills is advantageous
- You have 3+ years’ experience in a fast-paced environment as a Management Consultant, Analyst, Operations Analyst, Product Analyst, Business Analyst, or Operations Manager
- You enjoy working with data and have experience with business analytics tools: Excel and SQL; and understand the importance of APIs in technology scale-ups
- You are logical and see data as a crucial part of decision-making but know when to stop analysing and start acting
- You thrive as a generalist and can wear many different hats concurrently
- You are proactive, resilient, and willing to spend the time it takes to discover where a problem lies and not stop until it's solved
- You are customer-focused and a team player
- You are okay with ambiguity and enjoy working in a complex, technical industry
- Previous experience in an analytical role (consulting, banking, or professional services) is advantageous
WHAT YOU WILL GET IN RETURN
- 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 in the amount of 1000 BGN per year
- 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
- Share options
TIDEAN WAYS OF WORKING
At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.
While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.
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.
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