Team Lead, Offboarding, Account Operations – Ongoing Monitoring
Location:
India, Hyderabad
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.
AOBUT THE TEAM
The Member Offboarding Team Lead will oversee the involuntary offboarding and account closure process, ensuring seamless execution while prioritizing member needs, especially vulnerable cases. This role involves identifying cross-functional dependencies, coordinating with key stakeholders, and driving process improvements to enhance efficiency and compliance. You’ll tackle diverse challenges daily, requiring strategic thinking and problem-solving skills.
ABOUT THE ROLE
- Create and manage involuntary offboarding processes and procedures, including dissolved and liquidated company accounts, ensuring accuracy and timeliness.
- Coordinate with Compliance, Legal, and Operations teams to ensure regulatory and internal standards are met.
- Develop and implement strategies to optimize the offboarding process, enhancing both efficiency and member experience.
- Monitor and analyze key performance indicators (KPIs) to identify trends and areas for process improvement.
- Handle complex offboarding cases, ensuring smooth transitions and issue resolution.
- Foster a culture of continuous improvement, encouraging innovation and proactive problem-solving within the team.
- Act as an escalation point for offboarding issues, resolving them efficiently.
- Ensure documentation and member communications are clear, professional, and accurate.
- Oversee daily task allocation within the team, ensuring efficient workflow distribution and completion.
- Collaborate with cross-functional teams to align offboarding processes with broader business goals.
- Manage additional remediation tasks as required.
WHAT WE ARE LOOKING FOR
- 5–7 years of experience in operations, client lifecycle management, or a similar function.
- Proven leadership experience in managing teams and driving process improvements.
- Strong understanding of customer lifecycle management and handling complex scenarios.
- Excellent communication and interpersonal skills, with the ability to liaise across departments.
- Proficiency in G-Suite (Google Docs, Sheets, Drive, Slides), and data analysis to support decision-making.
- Adaptable and able to prioritize effectively in a fast-paced environment.
- Strong multi-tasking abilities, managing multiple work streams concurrently.
This role is ideal for a strategic thinker and proactive problem-solver who thrives in a fast-paced fintech environment. If you’re passionate about process optimization, compliance, and delivering an excellent member experience, we’d love to hear from you!
WHAT YOU WILL GET IN RETURN
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- 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
TIDEAN WAYS OF WORKING
At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.
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.
You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.