Senior Account Operations Analyst

Location: India, Delhi NCR
Department: Customer (Member) Operations
Posted: November 19, 2024

ABOUT THE ROLE:

As the Account Operations Senior Analyst:

• You’ll be responsible for helping bring together some of the existing payment and fund transfer activities and for inputting to the design and implementation of new payment processes.
• You'll gain a good understanding of the payment and fund movement processes.
• Expect to be heavily involved in different types of payment activity, ensuring that SLAs and deadlines are met, working with internal colleagues such as our Finance team and with other financial services firms.
• You will be making payments, reviewing/authorising payments as part of our control process, be involved in reconciliation processes and identifying and dealing with any issues that arise.
• You’ll have excellent written and verbal communications skills, to be applied when dealing with members but also Tide’s internal team and other financial institutions.
• You will always be seeking the best balance between member needs and technical constraints.
• You'll contribute to helping make sure our long-term strategy, business goals, and experience quality are all aligned and that there are healthy opportunities for visibility and feedback.

WHAT WE ARE LOOKING FOR:

We’re looking for a bright, talented Senior Analyst to help in the set-up, build out and operation of a new Account Operations team. The Account Operations team will become responsible for various types of manual payments, cashbacks and movement of funds. The team will manage money movement for critical processes like account closures ensuring all payments are fully reconciled and accounted for. A key focus will be ensuring prompt refunds to victims of fraud. The Senior Account Operations Analyst role is a great opportunity for someone with account and payment experience to shape what will become a key team within Tide’s Member Operations function. It will be pivotal in ensuring that these key payment activities are undertaken as smoothly and efficiently as possible. The role will require regular interactions with our members but also with Tide’s senior management and internal teams such as Finance; and with other financial institutions.

• You have an experience of 3 to 7 years in an account operations and/or payments role.
• Ideally a relevant Bachelors degree or higher.
• Knowledge and experience of account operations and payment processes.
• Some experience of process re-design and optimisation, where possible through automation.
• Being data-driven in your approach.
• Ideally you have some knowledge and practical experience of inter-bank fund movements.
• You are relentlessly focused on customers.
• A good understanding of the risks related to account closure and payments and the controls needed to mitigate those risks.
• You have some experience of daily, weekly and monthly MI and reporting and working with internal teams, especially Finance teams.
• Ideal experience of supervising junior analyst, helping with their development.
• Good understanding of current challenges that financial institutions face in relation to fraud, the current regulatory environment and how proposed changes will impact firms such as Tide.
• Ideally, some experience of working in a scale-up environment and comfortable with occasional ambiguity.
• Being data-driven in your approach, with experience of using tools like Looker.

WHAT YOU'LL GET IN RETURN:

• Competitive Salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities