Operations Strategy Performance Analyst, Tandem
£29.8-35k
+ up to 20% bonus
Green-focussed digital bank
Be an early applicant
Green-focussed digital bank
201-500 employees
Be an early applicant
£29.8-35k
+ up to 20% bonus
201-500 employees
Company mission
To build the UK's greener, digital bank providing hard-working people across the UK with sustainable ways to save, borrow and spend.
Role
Who you are
- Demonstrable knowledge of FCA rules, including CONC, MCOB, Consumer Duty, CCA, and GDPR requirements, with a focus on delivering fair customer outcomes
- Strong knowledge of collections, ideally gained within a banking, or a financial services environment
- Strong numerical and analytical skills, with confidence using Microsoft Excel to produce reports and interpret performance data
- Experience working with management information, performance reporting, or operational data to support decision-making
- Strong literacy skills and the ability to produce clear customer-facing communications, such as emails and SMS messages, to support operational optimisation and improved customer outcomes
- Good stakeholder management skills, with the ability to work collaboratively across operational, risk, compliance, and change teams
- Ability to communicate insights and recommendations clearly by: Developing well-structured findings and proposals for enhancements or optimisation and presenting information in a clear, concise manner to stakeholders at varying levels across the bank
What the job involves
- Tandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers
- Led by our Operations Director, our Operations teams are responsible for all customer contact
- They act as the primary point of contact for customers, responding to inbound queries throughout the lifetime of their mortgage or loan and supporting customers who are in financial difficulty and/or arrears. Our aim is to provide an exceptional service by ensuring we have knowledgeable, well-trained operational colleagues who can deliver the service our customers expect from us
- We are seeking a detail-oriented Operations Strategy Performance Analyst to support the review, optimisation, and delivery of effective collections strategies across our banking operation
- The successful candidate will use performance data, management information, and customer outcome insights to identify risks, assess strategy effectiveness, and recommend improvements that support good customer outcomes, operational efficiency, and regulatory alignment
- The role includes daily data-led tasks that help guide where operational resource should be focused, with decisions that can directly impact outcomes for both customers and the bank
- You will also support the leadership team by delivering insightful management information, producing high-quality reporting, and contributing to the creation of monthly governance packs
- This is an excellent opportunity for someone who combines strong analytical capability with operational expertise, a customer-focused mindset, and a clear understanding of the regulatory environment in which banks operate
- 36.25 hours per week. Contractual hours will state Monday to Saturday between 8am to 7pm
Our take
The speed of the challenger banks to provide a delightful experience has been impressive, and the number of competitors has proven the consumer desire for innovation.
Tandem sets itself apart from other digital banks, such as Monzo and Starling, not only by being the UK's green digital bank but also by continually launching a wide range of products outside the current account. For example, it offers a leading savings account, with higher interest than many incumbents, and a new interest rate top-up feature for its instant access savings accounts.
The company's partnerships with companies like Oplo and Allium, have helped advance its green efforts, issuing over £230 million of green lending. It may have had a slower start than Monzo and Starling, but has since built momentum, serving millions of users. Since further transitioning into a greener digital bank, the company has seen significant (and sustainable) growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jul 2023
$26.8m
GROWTH EQUITY VC
Mar 2020
$78m
SERIES D
Total funding: $170.4m
Company benefits
- Hybrid Work Opportunities
Leadership
Neil Chandler
(CEO)Former CEO of Aion Bank and Vanquis Bank and Shop Direct and was a Strategic Advisor at Apax,
Salary benchmarks
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