Manager, Operations Management, KYX

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: At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses. 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. Members first, we are passionate about our members and put them first. We are data-driven and make decisions creating insight and using data. We’re also one of LinkedIn’s top 10 hottest UK companies to work for. ABOUT THE ROLE: We are looking for an Operations Manager with a strong background in Vendor Management and Procurement to support our KYC team at Tide. Reporting to the Senior Operations Manager, you will be the engine room of our vendor operations—ensuring our partners deliver high-quality results daily while maintaining seamless procurement workflows. You will be a highly organized professional who enjoys the "nitty-gritty" of contract management and performance tracking. You’ll collaborate with Product, Risk, and Finance teams to ensure our KYC vendors are integrated effectively and performing at their peak. On this role, you will be doing: Vendor Relationship Management: - Act as a key point of contact for KYC vendors, handling daily queries and maintaining documentation. -Assist in organizing Monthly/Quarterly Business Reviews (QBRs) and ensure all action items are followed up on. Vendor Monitoring Performance Tracking: -Track vendor performance against SLAs and KPIs. -Produce regular reports identifying trends, performance dips, or cost spikes, and present these to the Senior Operations Manager. -Proactively monitor vendor system health and capacity alerts to identify potential bottlenecks before they lead to breaches in SLAs. Incident Escalation Management -Act as the primary escalation point for service disruptions. Lead the communication bridge between the vendor and internal stakeholders during outages to ensure rapid recovery. -Conduct "Post-Mortems" after vendor incidents to understand the ‘why’ and ensure the vendor implements permanent fixes, not just temporary patches. -Define and maintain clear escalation matrices so internal teams know exactly who to call when a critical incident occurs. Procurement Contract Management: - Support the end-to-end procurement ... (truncated, view full listing at source)