Job Description

Who are Tide: 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. Tide is about doing what you love. We\'re looking for someone to join us on our exciting scale up journey and be a part of something special. We want passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale. What we\'re looking for: We\'re looking for a bright, talented Manager to help set-up and run a new Account Operations team The Account Operations team will also become responsible for other types of manual payments and movements of funds. A key focus will be ensuring prompt refunds to victims of fraud and for ensuring that the recovery of fraud related funds from other financial institutions is as timely and efficient as possible This new team will take responsibility for all account closure activities within Tide, including the settlement of members\' balances. This will involve bringing together the teams that currently do this work and over time ensuring that we optimise our processes to ensure that our members always get the best possible experience. The Account Operations Manager role is a great opportunity for someone with account and payment experience to shape what will become a key team within Tide\'s Member Operations function. It will be pivotal in ensuring that these key payment activities are undertaken as smoothly and efficiently as possible. The role will require regular interactions with our members but also with Tide\'s senior management and internal teams such as Finance and with other financial institutions As the Account Operations Manager: You\'ll be responsible for bringing together existing account closure and member offboarding processes currently done by several other teams You\'ll lead the integration of the people from these teams and the migration of existing processes You will then need to optimise Tide\'s account closure and onboarding and ensure that we have single, streamlined process - working with Tide\'s Procut Team You\'ll gain a deep understanding of the account closure and payments processes and will be a key part of Tide\'s response to expected regulatory changes around fraud You\'ll be at the forefront of designing and implementing effective fraud related payment processes, building on what is already in place and what will be needed during 2023 Expect to be advocating for customer value and delivering well-thought-through and accessible experiences for both our members and your team You\'ll have excellent written and verbal communications skills, to be applied when dealing with members but also Tide\'s internal team and other financial institutions You will always be seeking the best balance between member needs and technical constraints. You\'ll work to help make sure our long-term strategy, business goals, and experience quality are all aligned and that there are healthy opportunities for visibility and feedback. What makes you a great fit: Minimum 5 years\' relevant experience in an account operations and/or payments role A relevant Bachelor\'s degree or higher In depth knowledge of account operations and payment processes Process re-design and optimisation, where possible through automation Being data-driven in your approach Ideally you have knowledge of inter-bank fund movements You are relentlessly focussed on customers Experience of building, leading and developing teams A clear understanding of the risks related to account closure and payments and the controls needed to mitigate those risks Demonstrable track record of team build and development Good understanding of current challenges that financial institutions face in relation to fraud, the current regulatory environment and how proposed changes will impact firms such as TIde Experience of working in an agile environment Experience of working in a scale-up environment and comfortable with occasional ambiguity Being data-driven in your approach, with experience of using tools like Looker What you\'ll get in return: Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for up to 90 days a year. Plus, you\'ll get: Competitive salary Self & Family Health Insurance Term & Life Insurance OPD Benefits Mental wellbeing through Plumm Learning & Development Budget WFH Setup allowance 15 days of Privilege leaves 12 days of Casual leaves 12 days of Sick leaves 3 paid days off for volunteering or L&D activities Stock Options Tidean Ways of Working At Tide, we\'re Member First and Data Driven, but above all, we\'re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team. Tide is a place for everyone At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We believe it\'s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone\'s voice is heard #LI-AJ1

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