VP Operations

Location: London
Department: Operations

About You

As VP Operations you’ll be accountable for providing exceptional levels of service to our members across our Member Support, KYC, and Ongoing Monitoring teams. Ensuring we deliver services quickly, efficiently, and of the highest quality across Tide.  Your aim will be to deliver continual improvements by identifying issues related to servicing, analysing performance data, and building scalable long term solutions.  You will also have an excellent understanding of our financial crime risks, and ensure you are providing the first line of defence and managing our risks accordingly.   You’ll also be an inspirational leader working with your team to meet and exceed agreed targets whilst driving the execution of the Member Services strategy. 

Some of the things you’ll be doing:

  • Managing Tide’s servicing (Member Support, KYC, and Ongoing Monitoring) across multiple locations
  • Managing Tide’s financial crime risks as the first line of defence. This includes working closely with the MLRO and Risk and Compliance team to understand and mitigate the risks, escalating where necessary to the MLRO, and participating in the Risk and Compliance Committee.  
  • Leading in definition and implementation of the member operations strategy to deliver your vision of customer excellence and first-class servicing
  • Driving the planning and execution of the member operations strategy, ensuring target key metrics of productivity and customer satisfaction (SLA’s) are met along with running your P&L
  • Working closely with senior leadership to agree and manage internal SLAs and ensure that there is strong collaboration between teams
  • Working closely with your departmental heads and product owners to build automation in KYC, Transaction Monitoring and tooling
  • Actively participating in the Tide-wide OKR cycle, ensuring that your area business case achieves the supporting product and people investment it needs
  • Living and embedding the Tide values

What you’ll get in return:

  • Competitive salary 
  • Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
  • Hundreds of perks and discounts through Vitality Health Insurance (fitness watches, Waitrose cashback, gym membership etc.)
  • 24/7 Employee Assistance Programme
  • 25 days holiday with the ability to buy extra days
  • We invest in your development with a £1,000 professional L&D budget per year and ability to access thousands of resources through the Learnerbly platform
  • Referral bonus when you bring your friends to join Tide 
  • Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution
  • Spacious brand new office in Liverpool street with an all-day snacks bar
  • Enhanced family-friendly leave
  • 24 hours paid volunteering or L&D time off per year
  • Flexible work from home or at the office arrangements
  • Monthly team socials (we’ve had themed bingo, online cocktail making sessions, wellbeing challenges and themed virtual pub quizzes)
  • Stock Options 

You’ll be a great fit if: 

  • You have extensive leadership experience running large customer operations with at least 200 staff spanning multiple service functions
  • You have worked in a regulated financial services environment.    
  • You have extensive experience process automation and working with agile product development practices 
  • You have experience leading complex operational and strategic cross-functional initiatives
  • You have experience building, shaping, leading, and growing a customer-centric business and team and have had accountability for regional performance and influencing C-level stakeholders.
  • You have personal gravitas and great people leadership skills with a track record of recruiting and developing with top talent
  • You are highly organised, and process- and people-orientated
  • You have a strong affinity for Tide’s values: Member First, Data-Driven and One Team,  including a highly ambitious yet personally humble and collaborative approach

Who are Tide?

We’re the UK’s leading provider of smart current accounts for sole traders and small companies. We’re also on a mission to save business owners time and money on their banking and finance admin so they can get back to doing what they love – for too long, these customers have been under-served by the big banks.

Our offices are in London, UK, Sofia, Bulgaria, Hyderabad and Gurugram, India, where our teams are dedicated to our small business members, revolutionizing business banking for SMEs. We are also the leading provider of UK SME business accounts and one of the fastest-growing fintechs in the UK.

We’re scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Member first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.

We’re also one of LinkedIn’s top 10 hottest UK companies to work for.

Here’s what we think about diversity and inclusion…

We build our services for all types of small business owners. We aim to be as diverse as our members so we hire people from a variety of backgrounds. We’re proud that our diversity not only reflects our multicultural society but that this breadth of experience makes us awesome at solving problems. Everyone here has a voice and you’ll be able to make a difference. If you share our values and want to help small businesses, you’ll make an amazing Tidean.

A note on the future of work at Tide:

Tide’s offices are beginning to open for Tideans to return on a voluntary basis. Timelines for reopening will be unique for each region and will be based on region-specific guidelines. The health and well-being of Tideans and candidates is our primary concern, therefore, for the foreseeable future, we have transitioned all interviews and onboarding to be conducted via Zoom.

Once offices are fully open, Tideans will be able to choose to work from the office or remotely, with the requirement that they visit the office or participate in face-to-face team activities several times per month.