Financial Services Operations Lead
2 weeks ago
About Tide
We're building a financial platform to revolutionize small business finance. Our mission is to empower entrepreneurs and simplify their lives with efficient banking services and cutting-edge tools.
Since our launch in 2017, we've grown rapidly, serving over 1 million businesses across the UK, India, and Germany. With headquarters in central London and offices worldwide, we employ over 1,800 people passionate about making a difference.
As we continue to expand into new markets, we're seeking exceptional leaders to join our team. Our Member Support team provides personalized assistance to our members 24/7, using various channels to ensure seamless support experiences.
About the Role
You'll play a crucial role in driving operational excellence in India as the Lead of Member Support. Your key responsibilities will include:
- Drive Indian Expansion: Ensure scalable operations in the Indian market, leveraging existing resources and aligning with our growth plans.
- Align Strategy and Execution: Integrate member support strategies with broader business objectives, ensuring timely delivery of key initiatives and business outcomes.
- Ensure Sustainable Growth: Continuously improve key metrics and operational efficiencies, scaling support operations cost-effectively as the member base grows across regions.
- Enhance Performance Metrics: Oversee KPIs such as First Response Time, SLA, CSAT, NPS, and Phone Pickup to meet both local and global targets.
- Operational Strategy Development: Define and execute call center strategies, including capacity planning, performance reviews, and cost/benefit analysis.
- Shape Strategic Vision: Contribute valuable insights into organizational strategy, ensuring user requirements, technical specifications, and quality standards are aligned with operational goals.
- Build and Lead High-Performing Teams: Hire and retain exceptional customer support talent while providing day-to-day leadership and long-term direction.
- Optimize Call Center Operations: Monitor, analyze, and audit team performance, resolve challenges, and implement improvement plans.
- Uphold Financial Targets: Manage budget forecasting, staffing, and tool needs while ensuring adherence to financial objectives.
- Establish Performance Frameworks: Create measurement tools to track and improve support operations, ensuring efficiency for internal and external stakeholders.
- Champion Quality Assurance: Lead and refine the quality assurance processes, ensuring every interaction meets the highest service standards.
You'll also develop strategies to:
- Improve Customer Satisfaction: Enhance overall satisfaction through timely resolution of member queries.
- Collaborate Across Departments: Resolve complex customer complaints and improve the support experience.
Salary
Your estimated annual salary for this role is £120,000 - £180,000, depending on your experience and qualifications.
Requirements
- Experience: 10-15 years of leadership experience in the financial services industry, with a focus on customer support and contact center operations in fast-paced fintech environments.
- Education: A Bachelor's degree in Technology (B.Tech) + MBA, preferably from a Tier-A institute.
- Leadership: Ability to inspire and lead cross-functional teams, driving performance and creating a culture of growth and empowerment.
- Customer-Centric: Deep commitment to delivering exceptional customer experiences and improving satisfaction at every touchpoint.
- Data-Driven: Strong analytical skills, leveraging data and customer feedback to identify opportunities for process optimization.
- CRM Expertise: Proficiency with major CRM platforms to drive operational excellence.
- Agility & Innovation: Comfortable in fast-paced environments where data-driven decision-making propels new initiatives for outstanding customer experiences.
Benefits
- Competitive salary
- Self & family health insurance
- Term & life insurance
- OPD benefits
- Mental wellbeing support via Plumm
- Learning & development budget
- Work-from-home setup allowance
- Generous leave policy including privilege, casual, and sick days
- 3 paid days off for volunteering or learning activities
- Stock options
-
Customer Service Director
2 days ago
Delhi, Delhi, India Raise Financial Services Full timeAbout the RoleWe are seeking an experienced Customer Service Director to join our team at Raise Financial Services. As a key member of our customer-facing team, you will be responsible for leading and developing our customer service operations to deliver exceptional experiences for our users.ResponsibilitiesLead and manage a team of customer service...
-
Global Financial Services Transformation Leader
3 hours ago
Delhi, Delhi, India Global Financial Services Firm Full timeWelcome to an exciting opportunity with Global Financial Services Firm, where you can leverage your expertise to drive payroll and HR transformation. As a seasoned professional, you will play a key role in shaping the company's strategic vision for human resources management.Salary: ₹2,500,000 - ₹4,200,000 per annum (dependent on experience)About UsAt...
-
Financial Operations Lead
4 weeks ago
Delhi, Delhi, India JLL Full timeEmpowering Excellence in Financial ServicesJLL's Vision for a Brighter FutureWe're shaping the future of real estate for a better world by combining world-class services, advisory, and technology for our clients. Our people are committed to hiring the best, most talented individuals and empowering them to thrive, grow meaningful careers, and find a place...
-
Financial Operations Coordinator
4 weeks ago
Delhi, Delhi, India Nationwide Immigration Services Full timeJob SummaryWe are seeking a detail-oriented Financial Operations Coordinator to join our team at Nationwide Immigration Services. This role is responsible for ensuring the smooth operation of our financial functions, including accounts payable and receivable, expense reporting, and reconciliation.Key Responsibilities:Reconcile invoices and identify...
-
Executive Leader for Financial Services
1 week ago
Delhi, Delhi, India Zuari Management Services Limited Full timeWe are seeking a highly experienced Executive Leader to drive the strategic direction, business growth, and operational leadership of our financial services division. Located in New Delhi, this role will be responsible for managing profit and loss (P&L) across all business verticals, including stock broking, financial product distribution, depository...
-
Senior Financial Operations Lead
3 hours ago
Delhi, Delhi, India Winfort Full timeWinfort is a US-headquartered global tax consulting organization that offers innovative solutions to businesses across the globe. We are currently seeking an experienced Senior Financial Operations Lead to join our team in Hyderabad.About the RoleThe successful candidate will be responsible for overseeing financial operations, ensuring compliance with US...
-
Customer Service Representative
2 days ago
Delhi, Delhi, India Raise Financial Services Full timeAbout the Role: We are seeking a highly skilled and customer-focused individual to join our Customer Service team at Raise Financial Services. As a key member of our team, you will be responsible for delivering exceptional customer experiences through proactive support, effective issue resolution, and empathetic communication. Key Responsibilities:•...
-
Senior Financial Operations Lead
3 hours ago
Delhi, Delhi, India Calsoft Full timeJob DescriptionWe are seeking an experienced Senior Financial Operations Lead to join our team at Calsoft.About the RoleThis is a senior-level position that requires expertise in overseeing the entire Accounts function in SAP, ensuring timely monthly P&L closings and quarterly full closings.The ideal candidate will have a good understanding of accounts and...
-
Financial Operations Manager
2 weeks ago
Delhi, Delhi, India KOTHARI KULDEEP & CO Full timeAbout Kothari Kuldeep & Co.We are a leading firm established in 2011, specializing in Assurance and Advisory services for listed clients. Our expertise lies in financial and non-financial reporting consultancy. Job Description:We seek an experienced Chartered Accountant to oversee office operations and provide advisory services. The role encompasses audits,...
-
Director of Operations and Financial Management
1 month ago
Delhi, Delhi, India Shobiz Experiential Communications Pvt. Ltd. Full timeJob SummaryThe Director of Operations and Financial Management will oversee the operational and financial aspects of our agency, ensuring that our clients receive the highest quality of service. This role requires a strong understanding of financial management, operational planning, and strategy.Main ResponsibilitiesManage client budgets and financial...
-
Financial Billing Operations Specialist
3 weeks ago
Delhi, Delhi, India Asv Consulting Services Pvt. Ltd. Full timeAs a Financial Billing Operations Specialist at Asv Consulting Services Pvt. Ltd., you will play a crucial role in ensuring the accuracy and timeliness of client invoicing.The estimated salary for this position is ₹25,000 per month.Key Responsibilities:Manage Billing ProcessesWe are looking for an experienced professional to manage and oversee billing...
-
Financial Services Manager
2 days ago
Delhi, Delhi, India Scan Global Services Full timeJob Title: Financial Services ManagerAbout Us:Scan Global Services Private Limited is a Consultancy firm specializing in providing assistance to US-based CPA firms.Job Description:We are seeking a highly motivated and detail-oriented Financial Services Manager to join our team at Scan Global Services Private Limited. In this role, you will play a crucial...
-
Financial Operations Director
2 weeks ago
Delhi, Delhi, India DigitalTek Solutions Full timeJob Title: Financial Operations DirectorLocation: 100% work from homeAbout the Role:We are seeking an experienced and analytical Financial Operations Director to oversee the financial operations of our organization. The Financial Operations Director will be responsible for financial planning, budgeting, forecasting, reporting, and ensuring compliance with...
-
Financial Operations Coordinator
4 weeks ago
Delhi, Delhi, India Oshkosh Full timeAbout UsOshkosh AeroTech, a leading provider of aviation ground support products, gate equipment, and airport services, seeks a skilled Financial Operations Coordinator. As part of our team, you will contribute to the company's success by performing daily financial activities with precision and attention to detail.Job ResponsibilitiesWe are seeking a highly...
-
Senior Financial Services Manager
2 weeks ago
Delhi, Delhi, India SMIFS LIMITED Full timeAbout SMIFS LimitedWe are a leading provider of financial services, with a legacy since 1993. Our team is committed to upholding our motto of Legacy, Growth and Trust.Role OverviewThis role offers an exciting opportunity to join our team as a Senior Financial Services Manager, responsible for ensuring high levels of customer satisfaction by delivering...
-
Software Engineering Lead
3 hours ago
Delhi, Delhi, India Bread Financial Full timeBread Financial is seeking an experienced Software Engineering Lead to join our team. This role offers a competitive salary of $145,000 per year.About the RoleThe Software Engineering Lead will be responsible for leading the development of software solutions that create and enhance applications. They will work with cross-functional teams to design, develop,...
-
Financial Operations Manager
3 hours ago
Delhi, Delhi, India ieng Group Full timeAs a Financial Operations Manager at ieng Group, you will be responsible for overseeing the financial operations of the organization. This includes managing accounts receivable and payable, preparing and reviewing financial reports, and maintaining accurate records.Job DescriptionThe successful candidate will have 4-9 years of experience in a similar field...
-
Financial Operations Manager
3 weeks ago
Delhi, Delhi, India Featherlite Full timeJob OverviewWe are seeking an experienced Financial Operations Manager to lead our finance operations at Featherlite. The role involves overseeing accounts payable, accounts receivable, and taxation functions, ensuring compliance, accuracy, and efficiency in all financial transactions.Key Responsibilities:Finance & Accounting Operations: Supervise and manage...
-
Financial Operations Manager
4 days ago
Delhi, Delhi, India Calx and Cor Pvt Ltd Full timeAbout Calx and Cor Pvt LtdCalx and Cor Pvt Ltd is a leading management consulting firm in the NCR region. As an AM Internal Audit, you will play a critical role in ensuring the company's financial operations run smoothly.Job DescriptionThis is a full-time on-site position for a Financial Operations Manager at Delhi. The ideal candidate will be responsible...
-
Financial Strategist and Operations Leader
1 week ago
Delhi, Delhi, India Nanogenius Technologies Full timeNanogenius Technologies, a leading design services company in New Delhi, seeks an experienced Chief Financial Officer to drive financial strategy and operations.Job Overview:The ideal candidate will have extensive experience in financial planning, fundraising, compliance, and risk management. A focus on scaling fast-growing organizations is essential.Key...