Senior Analyst, Account Operations – Operations Support

Location: India, Delhi NCR
Department: Customer (Member) Operations
Posted: December 4, 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 talented Senior Analyst to help set up, build, and operate a new Account Operations team responsible for manual payments, cashbacks, and funds movement. The team will manage critical processes like account closures, ensuring payments are reconciled and accounted for, with a focus on prompt fraud refunds. This role offers an opportunity to shape a key team within Tide’s Member Operations function, ensuring smooth and efficient payment activities. You will interact regularly with members, senior management, internal teams like Finance, and other financial institutions.

Key Requirements:

• 3 to 7 years of experience in account operations and/or payments, with a graduate degree.
• Knowledge of account operations, payment processes, and inter-bank fund movements.
• Experience in process re-design and optimization, including automation.
• Data-driven approach with experience in MI reporting and working with Finance teams.
• Understanding of risks related to account closure and payments, and controls to mitigate those risks.
• Experience supervising junior analysts and aiding their development.
• Strong understanding of challenges financial institutions face regarding fraud and the regulatory environment.
• Comfort working in a scale-up environment with occasional ambiguity.
• Familiarity with tools like Looker.
• A relentless focus on customers and ensuring smooth payment processes.

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