Lead Product Operations Manager, Tide
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Office located in London, Old Street
Business accounts for SMEs
Be an early applicant
Business accounts for SMEs
1001+ employees
Be an early applicant
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Office located in London, Old Street
1001+ employees
Company mission
To save businesses time and money - so they can get back to doing what they love.
Role
Who you are
- You have 5-10 years of work experience working in operations, and/or consulting in the financial or insurance services sector
- A proven track record defining and implementing an operations workstream from scratch
- Leadership experience of distributed teams in a specialist function like Product Operations
- You have a commercial mindset, able to identify opportunities to optimise revenue and /or increase sales
- You are disciplined, with experience implementing frameworks to ensure best in class operations and experience of process re-engineering
- You are organised and can deliver complex projects spanning multiple work streams and functional areas
- You are analytical and enjoy working with data, with experience of business analytics tools: Excel and SQL
- You are customer-focused and a team player. You have strong stakeholder management skills and can build credible relationships quickly and know how to get the best out of people
- You have strong attention to detail - you have a sixth sense for when things don’t look right and the conviction to investigate whether it’s a larger problem!
- You are resilient - you’re willing to spend the time it takes to discover where a problem lies and not stop until it’s solved
- You are proactive - you’ll need to enjoy the challenge of continuously improving processes and always be on the hunt for the next problem that needs to be fixed!
- You are fluent in English. Other European languages are highly valuable
What the job involves
- We’re seeking a data-driven Lead Operations Manager with a strong background in operations, finance, technology and insurance products
- You’ll lead the insurance product-operations team globally, working with other teams from across the company - including member support, financial crime, finance operations, risk, compliance, technology and product - as well as with our partner insurers and Tide Members
- You will be setting up the operational workstream from scratch
- Responsible for defining and monitoring KPIs and SLAs for our insurance products in all markets, risk assessment and risk and issue management, solving problems and reducing member pain points
- Working closely with our Product and Member Operations teams will be vital in this role
- This is a new role at Tide reporting directly to the CEO of Tide Insurance Services
- You will be a key member of Tide’s Insurance Services Leadership team, scaling our presence in the UK, India and our new EU markets
- Build from the ground up, the operational processes, practices, SLAs, KPIs and budgets for our insurance teams globally
- Design and implement a global risk management framework that allows operational risks to be proactively managed for insurance services
- Define and monitor performance metrics, escalate performance issues, and understand the root cause of sub-optimal processes
- Manipulate data using Excel and other visualisation tools, to create dashboards and provide actionable insights - you’ll have a way with numbers
- Build reporting frameworks and capabilities, as well as own the reporting cadence to senior leadership
- Once in BAU, act as the primary point of contact for all insurance partners, organising and conducting monthly/quarterly business reviews (QBRs), demos, and meetings to maintain a strong partnership and resolve escalations and issues promptly
- Work with the product team to agree on SLAs and operational reporting with partners and continuously monitor performance
- Act as the voice of the customer, supporting our Member Support team to analyse customer feedback, support queries and complaints data. Recommend solutions and take ownership of the implementation of any new improvements
- Provide analysis and insight to support the leadership and product teams with prioritisation decisions
- Responsible for ensuring that requirements from the Risk and Compliance and Legal team are implemented and/ or adhered to
- Manage change through project delivery:
- Own and deliver non-technical projects (spanning commercial and operational topics)
- Support Product Managers to manage cross functional technical projects. Being a central liaison across wider Tide operations
- Be the operational lead on a number of initiatives and manage a wide selection of key stakeholders
- Utilise good change management practice to ready the operation for all new initiatives, including training, FAQ’s, risk management, resource planning and issues management
Salary benchmarks
Our take
Small businesses and sole traders are still underserved by most traditional banks. Tide is solving that problem by offering speedy, affordable and effective financial services tailored to SMEs.
Since its launch, Tide has gained considerable traction among small businesses. This is largely thanks to its fast onboarding times, low fees and the diversity of products, which include a number of accountancy tools. And headed up by a former RBS, C&A and Optanus executive, it is certainly in a unique position within the financial services market.
Having built a strong user base of over 1M customers globally, with 650,000 members in the UK. Through further expansion across Europe and continual addition of 'first-of-its-kind' features, Tide is well set to secure a larger market share.
Freddie
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Sep 2025
$120m
GROWTH EQUITY VC
Jan 2023
$25m
GROWTH EQUITY VC
Total funding: $411.7m
Company benefits
- Flexible working:A flexible working policy that allows most teams to work from home when they need to
- Family-friendly leave: We go above and beyond the statutory requirement for maternity and paternity leave
- Paid volunteering leave: You’re encouraged to take three days a year as paid volunteering leave for your chosen charity or organisation
- Holiday leave: 25 days a year of paid holiday leave, plus bank holidays
- Sabbatical leave: Take a well-deserved break and come back refreshed
- Extra unpaid leave: Extra time off is available beyond your annual leave allocation
- We keep the team fed: Breakfast, snacks and hot drinks are provided daily, along with regular morning teas and catered events
- Personal development: Personal development budget is available for each Tidean to pursue additional training related to their role
- Private health cover: Private healthcare from Vitality, that includes the ability to earn discounts and rewards for having a healthy lifestyle
- Mental wellbeing : 24/7 Employee assistance, unlimited cognitive behavioural therapy, subsidised mindfulness and relaxation app
Company HQ
City of London, London, UK
Leadership
Dr Oliver Prill
(CEO)Began their career as a Consultant at McKinsey. They also held the role of CEO at both C&A Bank and Optanus, and was COO of Kreditech Holding before joining Tide in 2018.
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