Head, Operations Support, UK/Europe

ABOUT THE ROLE

We're looking for an experienced Head of Operations Support to lead a high-performing function within our UK/Europe Member Operations team. You'll oversee Quality Assurance, Complaints, and Training, ensuring these teams are aligned with Tide's objectives and deliver exceptional support.

The Member Operations team supports our members (customers) when they need assistance. It is over 800 people and includes:

• Member Support
• KYX
• Ongoing Monitoring

You will lead support functions across these teams, building a culture of continuous improvement and using data to drive performance across the organisation. Some of the thing you will be doing:

Team Leadership & Strategy

• Build, develop, and motivate a high-performing support function to exceed KPIs.
• Set clear performance metrics, track team performance, and implement strategies to improve productivity and quality.
• Work closely with cross-functional teams to ensure alignment and achieve shared goals.
• Foster a member-centric culture within your teams to deliver exceptional member service.

Quality Assurance

• Develop and implement a robust QA strategy to monitor and evaluate the quality of interactions.
• Establish clear quality metrics and an audit schedule to ensure compliance with internal and regulatory standards.
• Provide actionable feedback to team leaders to drive performance improvement and close knowledge gaps.
• Analyse QA data to identify systemic issues and trends, implementing preventative solutions.

Complaints

• Oversee the end-to-end complaints handling process, ensuring resolutions are fair, prompt, and compliant with regulatory requirements (e.g., FCA rules).
• Manage the Complaints team and provide guidance for escalated cases.
• Analyse complaint data to identify root causes and trends, collaborating with product and operations teams to address them.
• Report on complaints metrics and insights to senior leadership, highlighting areas of risk and opportunity.

Training

• Develop and execute an engaging training strategy aligned with Tide's business objectives.
• Research and implement a variety of new tools and strategies to ensure diversity in training formats.
• Provide ongoing coaching and development to the training team.

Data Analysis

• Leverage data and analytics to identify trends, optimise processes, and inform decision-making across all four functions. You'll work closely with stakeholders to centralise data and create dashboards for monitoring and analysing operational performance.

WHAT WE ARE LOOKING FOR

YOU'LL BE A GREAT FIT IF

You are a self-starter and strategist:

• You can set your own strategy and vision, and motivate your team to execute it.
• You're a creative thinker, able to identify problems and come up with rapid solutions.

You are operationally minded:

• Strong analytical skills and the ability to leverage data to drive performance.
• Experience with business analytics tools like Excel and SQL, and an understanding of KPIs in technology scale-ups.
• Previous experience in an analytical role is advantageous.

You have excellent leadership skills:

• A proven track record in leading and managing high-performing teams, ideally in a customer-facing or operations support environment.
• A deep understanding of quality assurance, complaints handling, and training methodologies.
• A passion for coaching and developing talent.

You are excellent at stakeholder management:

• Excellent communication and interpersonal skills.
• A deep understanding of the small business market and its challenges.

WHAT YOU WILL GET IN RETURN

• 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