✨ AI Insights & Summary
This Senior Operations Analyst role at Tide presents a fantastic opportunity to join a rapidly growing, mission-driven fintech company that's transforming the SME banking market. You'll be instrumental in ensuring the smooth operation and continuous improvement of critical business processes, directly impacting member experience and operational efficiency. If you thrive on data-driven decision-making, enjoy problem-solving in a dynamic environment, and want to contribute to a company recognized as a Great Place to Work, this role offers significant impact and professional growth.
About Tide
At Tide, we empower SMEs to save time and money by offering comprehensive business banking services and integrated administrative solutions, from invoicing to accounting. We are transforming the small business banking market, supporting over 2 million members globally across the UK, India, Germany, and France. Our data-driven approach and innovative features are designed to help SMEs focus on what they love.
Tide Facts:
- Available for UK, Indian, German, and French SMEs.
- Over 2 million members globally (900,000 in the UK, 1,100,000 in India and growing).
- Over $300 million raised in funding.
- Over 2,800 Tideans globally.
- Recognised with Great Place to Work certification three years in a row.
- Ranked among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026.
- Offices in Central London, with member support and technology centers in Sofia, Bulgaria; technology centers in Serbia, Romania, Lithuania, and Hyderabad; and offices in Gurugram, New Delhi, Berlin, Paris, and Luxembourg.
About the Team
The Operations team manages and oversees critical business processes, collaborating across departments to deliver new products and features. Positioned at the intersection of Product, Engineering, and Data, we ensure swift delivery, data-driven decisions, and support exceptional member experiences and operational efficiency. Our responsibilities include process management, risk management, vendor and partner management, operational setup, business readiness, post-launch monitoring, and quality assurance, all aimed at scaling capabilities, improving member experience, and driving revenue growth.
About the Role
As a Senior Operations Analyst, you will collaborate with Member Support, Financial Crime, Finance, Tech, Product, and external suppliers to achieve business goals while embodying Tide's values: putting members first, working as one team, and being data-driven.
Key Responsibilities:
- Ensure the smooth operation of relevant processes.
- Define, monitor, and report on performance metrics for existing processes.
- Analyze operational performance, identify root causes of sub-optimal processes, and implement corrective actions.
- Update and optimize clearly defined and documented processes.
- Monitor proprietary and partner Service Level Agreements (SLAs) and report deviations.
- Own and deliver cross-functional projects across various business units.
- Serve as a Level 3 support contact for the Member Support team.
- Manage escalations related to product performance.
- Support Product Managers in managing cross-functional technical projects.
- Provide member feedback to Product Managers to enhance product value and experience.
- Assist in implementing solutions for incidents.
What We Are Looking For
- At least one year of experience in an Operations or Project Management role, OR at least two years in a customer service role.
- Proactive, resilient, and detail-oriented with a passion for process improvement and problem-solving.
- Organized, systematic, and capable of managing multiple tasks simultaneously while collaborating effectively.
- Analytical mindset, leveraging data for decision-making but knowing when to act.
- Proficiency with business analytical tools such as Excel, SQL, and Looker.
- Comfortable working in ambiguous situations within a complex, technical industry.
- Strong communication skills, able to engage with technical teams on troubleshooting and present to business audiences.
What You'll Get In Return
- Salary: €25,200.00 - €31,500.00
- Remote-first work setup with flexibility to work from anywhere in Bulgaria.
- Performance-based incentives.
- 25 days of paid annual leave.
- 3 additional days for volunteering and learning.
- Private Health Insurance.
- Mental Health Support Platform.
- Company Sponsored Multisport Card.
- Family and Friendly Leave (according to statutory).
- Personal L&D budget.
Tidean Ways of Working
We champion a flexible workplace model supporting both in-person and remote work. Our offices serve as hubs for innovation and team-building, encouraging regular in-person gatherings to foster community.