Senior Operations Analyst
Tide is a UK-founded fintech business financial platform providing banking and financial-management services to small businesses and sole traders.
About Tide
Tide Platform Limited operates Tide, offering business accounts, payments, accounting and tax tools, savings, payroll, and business finance. Tide is FCA-authorised for electronic-money and payment services and is not itself a bank; its business bank accounts are provided through partner banks including ClearBank.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will ensure the smooth operation of area processes, define and monitor performance metrics, analyse root causes, and optimise documented processes. You will manage SLAs, deliver cross-functional projects, handle escalations and level-three support, support technical projects, provide member feedback, and help implement incident solutions.
Requirements
- At least one year of operations or project-management experience, or at least two years of customer-service experience
- Ability to improve processes and resolve problems
- Ability to manage multiple workstreams
- Analytical decision-making skills
- Knowledge of Excel, SQL, and Looker
- Ability to work in a complex technical industry
- Ability to troubleshoot with technical teams and communicate with business audiences
Responsibilities
- Ensure smooth operation of relevant processes
- Define, monitor, and report process performance metrics
- Analyse operational performance and address root causes of suboptimal processes
- Update and optimise documented processes
- Monitor proprietary and partner SLAs and report deviations
- Own and deliver cross-functional projects
- Act as a level-three support contact for member support
- Handle product-performance escalations
- Support product managers with cross-functional technical projects
- Provide member feedback to product managers
- Help implement incident solutions
Benefits
- Remote-first work setup within Bulgaria
- Performance-based incentives
- 25 days paid annual leave
- Three additional days for volunteering and learning
- Private health insurance
- Mental health support platform
- Company-sponsored Multisport Card
- Family and friendly leave
- Personal learning and development budget