Operations

• 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

Head of Operations Support

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