Lead Product Operations Manager

ABOUT TIDE At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting. Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly Over $300 million raised in funding Over 2,500 Tideans globally - we’re diversity champions! We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg. ABOUT THE TEAM: Insurance is a core SME product and Tide is excited to broaden our proposition to accommodate this essential need for our members. The Insurance team is new at Tide and we are rapidly hiring to fill essential roles to build a world-class offering for our members. ABOUT THE ROLE: We’re seeking a data-driven Lead Operations Manager with a strong background in operations, finance, technology and insurance products. You’ll lead the insurance product-operations team globally, working with other teams from across the company - including member support, financial crime, finance operations, risk, compliance, technology and product - as well as with our partner insurers and Tide Members. You will be setting up the operational workstream from scratch. Responsible for defining and monitoring KPIs and SLAs for our insurance products in all markets, risk assessment and risk and issue management, solving problems and reducing member pain points. Working closely with our Product and Member Operations teams will be vital in this role. This is a new role at Tide reporting directly to the CEO of Tide Insurance Services. You will be a key member of Tide’s Insurance Services Leadership team, scaling our presence in the UK, India and our new EU markets. Build from the ground up, the operational processes, practices, SLAs, KPIs and budgets for our insurance teams globally. Design and implement a global risk management framework that allows operational risks to be proactively managed for insurance services. Define and monitor performance metrics, escalate performance issues, and understand the root cause of sub-optimal processes. Manipulate data using Excel and other visualisation tools, to create dashboards and provide actionable insights - you’ll have a way with numbers. Build reporting frameworks and capabilities, as well as own the reporting cadence to senior leadership. Once in BAU, act as the primary point of contact for all insurance partners, organising and conducting monthly/quarterly business reviews (QBRs), demos, and meetings to maintain a strong partnership and resolve escalations and issues promptly. Work with the product team to agree on SLAs and operational reporting with partners and continuously monitor performance. Act as the voice of the customer, supporting our Member Support team to analyse customer feedback, support queries and complaints data. Recommend solutions and take ownership of the implementation of any new improvements. Provide analysis and insight to support the leadership and product teams with prioritisation decisions. Responsible for ensuring that requirements from the Risk and Compliance and Legal team are implemented and/ or adhered to -Manage change through project delivery: Own and deliver non-technical projects (spanning ... (truncated, view full listing at source)