Senior Operations Analyst

ABOUT THE TEAM

The Operations team is owning and managing processes in the area. It is working in collaboration with other teams to deliver new products and features. The Operations team overseas and is responsible for the “live” production of each product ensuring its smooth operation. Positioned at the intersection of Product, Engineering and Data teams, we ensure swift delivery of new products and features, data driven decisions, and support best member experience and operational efficiency for all existing products. Our responsibilities include process management, risk management, vendor and partner management, operational setup, business readiness, post-launch performance monitoring and quality assurance. We aim to scale development capabilities, continually improve the credit experience for our members, and drive revenue growth.

ABOUT THE ROLE 

The Senior Operations Analyst role involves collaborating with various teams, including member support, financial crime, finance, tech, product, and external suppliers. He/she will be supporting the achievement of business goals while living Tide values: putting members first, working as one team, and being data-driven.

Tasks for the Senior Operations Analyst include, but are not limited to:

• Ensuring smooth operation of processes relevant to the area.
• Defining appropriate performance monitoring metrics, monitoring them and reporting on the performance of existing processes. 
• Analysing operational performance, understanding the root cause of sub-optimal processes and taking required actions where necessary.
• Updating and optimising processes that are clearly defined and documented.
• Monitoring of proprietary and partner SLAs, reporting deviations.
• Owning and delivering projects, including cross functional and across various business units.
• Being a point of contact for our member support team and acting as level 3 support.
• Dealing with escalations on product performance.
• Supporting Product managers to manage cross functional technical projects. 
• Providing feedback from members to Product managers and helping develop products in the way members will get the best value and experience out of the products. 
• Helping implement solutions to incidents in the area.

WHAT WE ARE LOOKING FOR 

• You’ve spent at least one year in an operational or at least two years in a customer service role. 
• You are proactive, resilient and pay attention to details – you’ll need to enjoy the challenge of improving processes and always be on the hunt for the next problem that needs to be fixed!
• You are organised, systematic and able to collaborate with team members whilst delivering on multiple pieces of work at the same time.
• You are analytical and see data as a crucial part of decision-making, but know when to stop analysing and start acting. You can handle business analytical tools, such as Excel, SQL and Looker.
• You are okay with ambiguity, and enjoy working in a complex, technical industry.
• You’re a capable communicator: able to get into the details troubleshooting an issue with a technical team one moment, and communicating your work to business audiences in another.

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.