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Tide Software
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Head, Operations Support, UK/Europe

Head, Operations Support, UK/Europe

Tide Software

10 - 15 years

40 - 50 Lacs

hyderabad

Posted:None| Platform:

Apply

Skills Required

health insurance data analysis manager quality assurance business analytics analytical german operations recruitment sql auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

ABOUT THE ROLE

Were looking for an experienced Head of Operations Support to lead a high-performing function within our UK/Europe Member Operations team. Youll oversee Quality Assurance, Complaints, and Training, ensuring these teams are aligned with Tides 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 Tides 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. Youll work closely with stakeholders to centralise data and create dashboards for monitoring and analysing operational performance.

WHAT WE ARE LOOKING FOR

YOULL 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.
Youre 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

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Head, Operations Support, UK/Europe

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Team Leadership & Strategy

Quality Assurance

Complaints

Training

Data Analysis

YOULL BE A GREAT FIT IF

You are a self-starter and strategist:

You are operationally minded:

You have excellent leadership skills:

You are excellent at stakeholder management:

More Jobs at Tide Software