Head, Operations Support, UK/Europe

At Tide, we are dedicated to developing a business management platform that is tailored to assist small businesses in saving time and money. Our services extend beyond providing business accounts and banking services; we also offer a range of integrated administrative solutions, from invoicing to accounting. Launched in 2017, Tide has become the choice of over 1 million small businesses globally, catering to SMEs in the UK, India, and Germany. With our headquarters in central London and additional offices in Sofia, Hyderabad, Delhi, Berlin, and Belgrade, Tide boasts a diverse team of over 2,000 employees. As Tide continues to expand into new products and markets, we are constantly seeking enthusiastic and motivated individuals to join us in our mission to empower small businesses, aiding them in saving both time and money. In the role of Head of Operations Support, you will be tasked with leading a dynamic function within our UK/Europe Member Operations team. Your responsibilities will include overseeing Quality Assurance, Complaints, and Training departments to ensure alignment with Tide's objectives and deliver exceptional support to our members. The Member Operations team, consisting of over 800 individuals, handles Member Support, KYX, and Ongoing Monitoring to provide assistance to our valued customers. Your role will involve leading these support functions across various teams, fostering a culture of continuous improvement, and utilizing data-driven strategies to enhance performance organization-wide. Some key responsibilities include: - Establishing team leadership & strategy to exceed KPIs and enhance team performance. - Implementing a robust QA strategy to monitor interaction quality and compliance. - Managing end-to-end complaints handling process to ensure fair and prompt resolutions. - Developing an engaging training strategy aligned with business objectives. - Leveraging data analysis to identify trends and optimize processes. To excel in this role, you should be a self-starter and strategist, operationally minded, possess excellent leadership skills, and excel in stakeholder management. Additionally, Tide offers competitive benefits, including health insurance, learning & development budget, WFH setup allowance, and various leave entitlements. At Tide, we believe in fostering a transparent and inclusive environment where everyone's voice is valued. Join us in our journey to make Tide a place for everyone.,