Head of Operations Support
Tide
full-time
Posted on:
Location Type: Office
Location: Hyderabad • 🇮🇳 India
Visit company websiteJob Level
Lead
Tech Stack
SQL
About the role
- Lead Head of Operations Support for UK/Europe within Tide's Member Operations team supporting members
- Oversee Quality Assurance, Complaints, and Training functions across Member Support, KYX and Ongoing Monitoring
- Build, develop, and motivate a high-performing support function to exceed KPIs
- Set clear performance metrics, track team performance, and implement improvement strategies
- Work closely with cross-functional teams to ensure alignment and achieve shared goals
- Develop and implement a robust QA strategy, establish quality metrics and audit schedules
- Provide actionable feedback to team leaders and analyse QA data to identify systemic issues
- Oversee end-to-end complaints handling ensuring fair, prompt and FCA-compliant resolutions and report insights to senior leadership
- Manage the Complaints and Training teams, develop and execute training strategy and coaching
- Leverage data and analytics to centralise data, create dashboards and inform operational decision-making
Requirements
- Ability to set strategy and vision and motivate teams
- Creative problem solving and rapid solution identification
- Strong analytical skills and ability to leverage data to drive performance
- Experience with business analytics tools like Excel and SQL
- Understanding of KPIs in technology scale-ups
- Previous experience in an analytical role (advantageous)
- Proven track record in leading and managing high-performing teams, ideally customer-facing or operations support
- Deep understanding of quality assurance, complaints handling, and training methodologies
- Passion for coaching and developing talent
- Excellent communication and interpersonal skills
- Deep understanding of the small business market and its challenges
Benefits
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- 15 days of Privilege leaves
- 12 days of Casual leaves
- 12 days of Sick leaves
- 3 paid days off for volunteering or L&D activities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
business analyticsExcelSQLquality assurancecomplaints handlingtraining methodologiesdata analysisperformance metricsKPI trackingcoaching
Soft skills
leadershipteam motivationcreative problem solvinganalytical skillscommunicationinterpersonal skillsstrategic visionperformance improvementcollaborationtalent development