Senior Operations Analyst, CS

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 ROLE As an Senior Operations Analyst for Commercial Services you’ll be: Managing Commercial Services Operations Supporting the end-to-end operational management of Tide’s Commercial Services products and partnerships Monitoring operational performance across markets (including UK and India ) and identifying opportunities for improvement Liaising with internal stakeholders and external partners on operational matters related to commercial services Managing operational workflows related to product onboarding, partner integrations, and member servicing Monitoring member queries, operational issues, and escalations related to commercial services products Data Analysis Process Improvement Analysing product performance, operational metrics, and member feedback to identify trends and improvement opportunities Creating dashboards and reports to track KPIs, SLAs, and operational performance Defining and implementing scalable processes and operational playbooks Continuously improving existing processes to enhance efficiency, automation, and member experience Project Product Operations Owning and delivering cross-functional operational projects related to new product launches or feature improvements Supporting the Product team during product launches , ensuring a smooth transition from development to operational readiness Driving GTM (Go-To-Market) readiness from an operations perspective Working closely with partner teams to ensure operational readiness for integrations and new services Risk, Compliance Partner Management Collaborating with Risk, Compliance, and Financial Crime teams to ensure adherence to regulatory requirements across markets Monitoring partner performance and maintaining operational SLAs Identifying potential operational risks and implementing mitigation strategies Member Experience Support Enablement Partnering with Member Support teams to analyse member queries and pain points Developing playbooks, guidelines, and support documentation Driving initiatives to improve first contact resolution and member experience WHAT MAKES YOU A GREAT FIT You have 3+ years of experience in operations, consulting, fintech, or financial services You have experience managing products, partnerships, or operational processes in fintech or digital banking You are data-driven and comfortable using Excel and analytics tools to derive insights You are highly organised and able to manage multiple cross-functional projects simultaneously You have experience supporting product launches and operational scaling You are proactive and solution-oriented , constantly identifying opportunities to improve processes You have strong stakeholder management skills and can collaborate effectively with global teams You have excel ... (truncated, view full listing at source)