Senior Operations Analyst, Payments at Tide

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. WHAT WE ARE LOOKING FOR We’re looking for a data-driven Senior Product Operations Analyst, ideally with experience in Consulting, Operations, Finance, or Technology. In this role you’ll become a key member of Tide’s Payments Operations team, working with teams from across the company - including member support, financial crime, finance, tech, and product - as well as with our suppliers and Tide Members. As a Senior Operations Analyst at Tide you’ll join an ambitious team of highly motivated, talented Tideans who love to collaborate, and are driven by helping people achieve their business ambitions. We live and breathe our values, which are to put our members first, work as one team and be data driven. AS A SENIOR PRODUCT OPERATIONS ANALYST: • You will be working in our Payments Operations team. Among other things you will be: • Managing and monitoring our payment partners • Liaising with key stakeholders for payment related matters • Analysing and reporting on existing card features, bugs, potential new products • Monitoring our chargebacks/disputes performance and alerting respective teams when/if needed • Defining new processes, and getting to prove them • Monitoring and reporting on the performance of existing processes and taking required actions where necessary • Working closely with the Risk and Compliance teams to ensure adherence to regulatory requirements • Managing project and program: • Owning and delivering non-technical projects (spanning commercial and operational topics) • Providing support to the Product team during product delivery, ensuring a smooth transition from development to operational phase. • Defining KPIs and maintaining SLAs, both internally and by partners to make sure the payments team is performing at the highest level • Engaging with our member support teams to analyse queries and put forward solutions on improvements, working as an incident manager in case of downtime/outages WHAT MAKES YOU A GREAT FIT • You have at least four years of work experience working in finance, consulting, or operations for the financial services • You are competent with using SQL and Excel • You are organised - can deliver complex projects spanning multiple work streams and functional areas • You have experience in handling Card issuance, management, payments and settlements • You are responsible - we need to be able to trust you to own projects with minimal oversight, but to bring in help when needed • You are proactive - you’ll need to enjoy the challenge of continuously improving processes and always be on the hunt for the next problem that needs to be fixed! • You have strong attention to detail - you need a sixth sense for when things don’t look right and the conviction to investigate whether it’s a larger problem! • You have excellent written and verbal communication skills in English - you’ll be explaining the root causes of problems to management and working with providers to get to the bottom of problems • You are resilient - you’re willing to spend the time it takes to discover where a problem lies and not stop until it’s solved.You are customer-focused and a team player WHAT YOU’LL GET IN RETURN: Our location-specific employee benefits are designed to cater to the unique needs of Tideans: • Competitive Compensation - competitive salary and share options • Time Off – Generous annual leave on top of bank holidays. • Parental Leave – Paid maternity, paternity, and adoption leave to support your family journey. • Sabbatical – Extended unpaid and paid leave options after completing milestone years with Tide. • Health Insurance – Private family insurance with additional OPD coverage and top-up options. • Life & Accident Cover – Comprehensive accidental and life insurance protection. • Mental Wellbeing – Access to therapy sessions, courses, meditations, and workshops. • Volunteering & Development Days – Paid days annually for volunteering or personal growth. • Learning & Development – Annual budget for books, courses, coaching, and more. • WOO (Work Outside the Office) – Work from abroad for up to 90 days annually. • Home Office Setup – Contribution towards setting up your home office • Laptop Ownership – Keep your old laptop and get a new one when it’s time for a replacement. • Snacks & Meals – Office perks with snacks, coffee, tea, and lunch (location dependent). TIDEAN WAYS OF WORKING: At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community. #LI-SW1 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 or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard. At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard. Disclaimer It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that: • Tide does not charge any fees at any stage of the recruitment process. • All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel. • Communication from Tide will only come from an official @tide.co email address. • Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf. If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [Upgrade to PRO to see contact] Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process. Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy. 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