Senior Operations Manager - Acquisition & Onboarding

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is  transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses. 

We’re scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Members first, we are passionate about our members and put them first. We are data-driven and make decisions creating insight and using data.

We’re also one of LinkedIn’s top 10 hottest UK companies to work for.

What we’re looking for:

You are an ambitious operator, with experience articulating and delivering excellence in fast-moving environments. You are a capable analyst and problem solver, able to identify solutions and frame problems from raw data. You are a self-starter, able to assist prioritising competing objectives, and take responsibility for delivering value with some level of autonomy. You strive for operational excellence through performance management and the continuous improvement of processes.  You are an effective communicator, capable of managing a range of internal stakeholders. 

As an Senior Operations Manager, you will report to Head of Operations (Growth Marketing) and have the opportunity to optimise the onboarding experience for our customers and drive conversion growth with a variety of product professionals, marketers, data analysts, operations managers, and senior stakeholders at one of the fastest-growing fintechs in the UK.

As an Operations Manager you’ll be: 

• Monitoring acquisition funnel operating performance and KPIs (e.g. commercial targets, conversion rates, or other key results) and investigating and raising deviations.
• Creating dashboards and analysing operational performance, defining performance metrics, escalating performance issues, and understanding the root cause of sub-optimal processes.
• Analysing and solving problems through collaboration with technical and non-technical teams to arrive at the right solution.
• Be an essential link between marketing and product teams, looking for improvements on both sides, with the ultimate goal of increasing conversion.
• Building and optimising scalable processes that are clearly defined and documented.
• Delivering non-technical projects and supporting product and marketing to manage coordination of cross-functional technical projects.
• Manipulating data using Excel and other visualisation tools to provide actionable insights -- you’ll have a way with numbers.
• Working with the Operations Lead and Head of Operations on defining operational strategy.

What makes you a great fit:  

• You have at least 5 years’ experience in a fast-paced environment as a Management Consultant, Analyst, Operations Analyst, Product Analyst, Business Analyst, or Operations Manager.
• You enjoy working with data and have experience with business analytics tools: Excel, Looker (or Tableau/Power BI), SQL.
• You are logical and see data as a crucial part of decision-making but know when to stop analysing and start acting.
• You thrive as a generalist and can wear many different hats concurrently.
• You are proactive, resilient, and 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.
• You are an excellent communicator and can manage multiple stakeholders across functions
• You are okay with ambiguity and enjoy working in a complex, technical industry.
• Previous experience in an analytical role (consulting, banking, or professional services) is advantageous.
• Proficiency in another European language (German / French) is a plus

What you’ll get in return: 

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their assigned Indian state. Additionally, you can work from a different country or Indian state for 90 days of the year. Plus, you’ll get:

• 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’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

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 status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

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