Product Operations Manager - SME Lending

ABOUT TIDE

At Tide, we are building a business management  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 2,000 employees.

Tide is rapidly growing, expanding into new products and 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.

ABOUT THE TEAM

The Operations team is owning and managing processes in the area. It is working in collaboration with other teams to deliver new products and features. The Operations team overseas and is responsible for the “live” production of each product ensuring its smooth operation. Positioned at the intersection of Product, Engineering and Data teams, we ensure swift delivery of new products and features, data driven decisions, and support best member experience and operational efficiency for all existing products. Our responsibilities include process management, risk management, vendor and partner management, operational setup, business readiness, post-launch performance monitoring and quality assurance. We aim to scale development capabilities, continually improve the credit experience for our members, and drive revenue growth.

ABOUT THE ROLE

The Operations Manager role involves collaborating with various teams, including member support, financial crime, finance, tech, product, and external suppliers. He/she will be supporting the achievement of business goals while living Tide values: putting members first, working as one team, and being data-driven. Tasks for the Operations Manager include, but are not limited to: Ensuring smooth operation of the business area. Defining appropriate performance monitoring metrics, monitoring them and reporting on the performance of existing processes.  Analysing operational performance, understanding the root cause of sub-optimal processes and taking required actions where necessary. Developing policies, processes and procedures. Responsible for monthly reporting on the performance of the product portfolios.  Monitoring of proprietary and partner SLAs, reporting deviations. Owning and delivering projects, including cross functional.. Being a point of contact for our member support team and acting as level 3 support. Dealing with escalations on product performance, owning the incidents in the area. Providing feedback from members to Product managers and helping develop products in the way members will get the best value and experience out of the products. .

WHAT WE ARE LOOKING FOR

You’ve spent at least two years in an operations role.  You are proactive, resilient and pay attention to details – you’ll need to enjoy the challenge of improving processes and always be on the hunt for the next problem that needs to be fixed! You are organised, systematic and able to collaborate with team members whilst delivering on multiple pieces of work at the same time. You are analytical and see data as a crucial part of decision-making, but know when to stop analysing and start acting. You can handle business analytical tools, such as Google suite, Excel, SQL and Looker. You are okay with ambiguity, and enjoy working in a complex, technical industry. You’re a capable communicator: able to get into the details troubleshooting an issue with a technical team one moment, and communicating your work to business audiences in another. You're a result-oriented professional with the ability to work under pressure and meet deadlines.

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.

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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.

• 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.

 

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