Tide
Finance / FinServ
LeadProductOperationsManager
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“Lead Product Operations Manager at Tide. Skills: Product Operations, Operations Management, Insurance Services. Lead the insurance product-operations team globally. Setting up the operational workstream from scratch”
What You'll Achieve.
Define and monitor KPIs and SLAs for our insurance products in all markets; Proactively managed operational risks for insurance services; Escalate performance issues; Provide actionable insights; Maintain a partnership and resolve escalations and issues promptly; Continuously monitor performance; Recommend solutions and take ownership of the implementation of any new improvements; Support leadership and product teams with prioritisation decisions
Industry & Context.
Solving problems and reducing member pain points; Understand the root cause of sub-optimal processes; Investigate whether it’s a larger problem; Continuously improving processes; Always be on the hunt for the next problem that needs to be fixed
What They're Looking For.
Must Have
Experience with operations, and/or consulting in the financial or insurance services sector, Proven track record defining and implementing an operations workstream from scratch, Leadership experience of distributed teams in a specialist function like Product Operations, Commercial mindset, able to identify opportunities to optimise revenue and /or increase sales, Disciplined, with experience implementing frameworks to ensure best in class operations and experience of process re-engineering, Organised and can deliver complex projects spanning multiple work streams and functional areas, Analytical and enjoy working with data, with experience of business analytics tools: Excel and SQL, Customer-focused and a team player, Stakeholder management skills and can build credible relationships quickly and know how to get the best out of people, Attention to detail, Resilient, Proactive, Fluent in English
Nice to Have
Other European languages are highly valuable
What You'll Do.
Lead the insurance product-operations team globally
Setting up the operational workstream from scratch
Defining and monitoring KPIs and SLAs for insurance products
Risk assessment and risk and issue management
Solving problems and reducing member pain points
Build from the ground up
the operational processes
KPIs and budgets for insurance teams globally
Design and implement a global risk management framework
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
Build reporting frameworks and capabilities
and own the reporting cadence to senior leadership
Act as the primary point of contact for all insurance partners
organising and conducting monthly/quarterly business reviews (QBRs)
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 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 leadership and product teams with prioritisation decisions
Ensuring that requirements from Risk and Compliance and Legal team are implemented and/or adhered to
Own and deliver non-technical projects (spanning commercial and operational topics)
Support Product Managers to manage cross functional technical projects
Utilise good change management practice to ready the operation for all new initiatives
resource planning and issues management
How You'll Work.
Team & Collaboration
Working with other teams from across the company - including member support, financial crime, finance operations, risk, compliance, technology and product; Working closely with our Product and Member Operations teams; Being a central liaison across wider Tide; Manage stakeholder relationships; Build credible relationships quickly; Get the best out of people
Communication Scope
Stakeholder management skills
Process & Methodology
Deliver complex projects spanning multiple work streams and functional areas, Own and deliver non-technical projects, Support Product Managers to manage cross functional technical projects, Manage change through project delivery
Full Job Description
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 i
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