Operations Senior Analyst

ABOUT

We are building a business management platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, the platform is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, it employs over 2,000 employees.

The company is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

ABOUT THE TEAM

The Product Operations team is managing daily payment processes, and working in collaboration with Product Management to deliver new features. The Product Operations team overseas and is responsible for the “live” production of each product ensuring its smooth operation. Positioned at the intersection of Product and Engineering, we enhance the development value stream and ensure swift delivery of new products and features. Our responsibilities include risk management, vendor and partner management, operational setup, business readiness, and post-launch performance monitoring. We aim to scale development capabilities, continually improve the payment experience for our members, and drive revenue growth.

ABOUT THE ROLE

We’re seeking a data-driven Senior Product Operations Analyst with a background in Consulting, Operations, Finance, or Technology. This role involves collaborating with various teams, including member support, financial crime, finance, tech, product, suppliers, and Members. You’ll join a motivated and collaborative team dedicated to helping people achieve their business ambitions while living our values: putting members first, working as one team, and being data-driven.

• Updating and optimising scalable processes, that are clearly defined and documented
• Analysing operational performance, defining appropriate monitoring metrics and understanding the root cause of sub-optimal processes
• Owning and delivering projects, including cross functional and across various business units.
• Being a point of contact for our member support team
• Monitoring and reporting on the performance of existing processes and taking required actions where necessary.
• Dealing with escalations on product performance
• Supporting Product Managers to manage cross functional technical projects.

WHAT WE ARE LOOKING FOR

• You’ve spent at least one year in an operational or at least two years in a customer service role.
• You are proactive, resilient and pay attention to details – you’ll need to enjoy the challenge of improving processes and always be on the hunt for the next problem that needs to be fixed!
• You are organised, systematic and able to collaborate with team members whilst delivering on multiple pieces of work at the same time.
• You are analytical and see data as a crucial part of decision-making, but know when to stop analysing and start acting. You can handle business analytical tools, such as Excel, SQL and Looker.
• You are okay with ambiguity, and enjoy working in a complex, technical industry.
• You’re a capable communicator: able to get into the details troubleshooting an issue with a technical team one moment, and communicating your work to business audiences in another.

WHAT YOU’LL GET IN RETURN

• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Personal L&D budget in the amount of 1000 BGN per year
• Additional health & dental insurance
• Mental wellbeing platform
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave
• Share options

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.

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.

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