Policy and Procedure Manager (Member Support)

ABOUT THE TEAM

Member Support is the frontline of Tide - this is the place where everything critical happens. As you and your team deal with members and their queries, you will gain a valuable, keen understanding and knowledge of their needs. This is crucial information which can be used to optimise our department and organisation as a whole. 

Our main mission is to help our members save time and assist them in running their business smoothly. As one team, we act on data to discover, create and deliver what's best for our members. A solid part of this process is reviewing, monitoring and challenging KPI data to identify shortfalls in the service and implement processes for improvement.   

ABOUT THE ROLE 

As a MS Policy and Procedure Manager, you will report to the MS Operations Lead and support the definition and implementation of the 1st Line of Defense policies and procedures within the MS organisation, covering the UK and EU (Germany, France and any potential future markets). Your role is pivotal in ensuring that MS practices align with regulatory requirements and internal policies across these jurisdictions.

Responsibilities:

• Assist in interpreting financial crime regulations and advising on Tide’s compliance approach for the UK and EU (Germany, France).
• Contribute to the drafting and maintenance of MS policies and procedures.
• Review and assess current processes for policy adherence and collaborate on necessary changes.
• Support the MS Product function to ensure regulatory and policy compliance in new product development for the UK and EU markets.
• Work closely with the 2nd Line of Defense to agree on policy changes and constructively challenge recommendations.
• Assist in audits and oversight from banking partners.
• Collaborate with 2LoD Compliance to implement new regulatory requirements within MS for the UK and EU.

WHAT ARE WE LOOKING FOR 

• In-depth knowledge of financial crime regulations and ability to stay updated with regulatory changes in the UK and EU (Germany, France). Familiarity with 4AMLD-6AMLD
• Experience in a 1st Line of Defence function, Risk & Compliance, or Internal Audit
• Pragmatic approach to balancing regulatory requirements with customer service and commercial objectives.
• Strong communication skills to articulate regulatory risks and trade-offs in processes and procedures.
• Ability to draft clear, concise, and easy-to-understand policies and procedures.
• Experience in challenging senior stakeholders and maintaining robustness under challenge.
• Background in business banking within a BaFin, AMF or CSSF  regulated environment, with experience in FinTech being a plus.
• Enthusiastic about delivering excellent service to members while managing risks effectively.
• Working knowledge of French or German languages is a great advantage.

WHAT YOU WILL 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.