Financial Services Operations Lead

2 weeks ago


Delhi, Delhi, India Tide Full time

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


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