DGM/ Manager Business Operations & QA

About You

As a DGM/ Manager Business Operations & QA, you would analyze existing operational strategies and practices pertaining to the processes like like KYC, Onboarding, Ongoing Monitoring, Member Support. You would be working on the optimization of processes including working on new ideas, solutions and partnerships. You will be managing and leading a team of QAs across operational processes mentioned above. At the end of each month there should be proper reporting and QA calibration sessions with the TLs/ managers of the respective teams. The outcome of these calibrations would be to identify procedural gaps as well as team and personal trends that can be improved. You will be collaborating with the training department to perform monthly in-depth training needs analysis and identify opportunities for additional courses. Your team will also be conducting individual feedback sessions for each analyst to help them improve their knowledge. You will need to create a cohesive vision and structure to provide valuable feedback and action items to the analysts and team leads. As part of this role, you would be working directly with VP Ops India.

Some of the things you’ll be doing:

Managing initiatives that focus on projects and process optimizations across all operational processes

Lead roadmap of enhancements to drive continuity, reduce risk and enable new capabilities

Identifying opportunities for automation and system improvements

Utilizing industry best practices, techniques, and standards throughout the entire project execution

Conducting research and analyses of operational effectiveness, processes, stakeholders, etc.

Improving the QA scorecards to capture all new processes and procedures

Making crucial decisions about compliance and other mistakes done by the analysts

Ensuring timely reporting of QA reports

Leading calibration sessions, discussing the QA monthly analyst scorecards with TLs and managers

Identifying process improvements and learning gaps

Keep yourself abreast about latest changes in fintech industry and regulatory policies and help to make changes at appropriate places

Ensure that we meet rigorous standards whilst building efficiency where possible

What you’ll get in return:

Competitive salary

Health Insurance, Life insurance and Accident insurance

25 days annual leaves

Enhanced family-friendly leave

Dental Benefit

Learning & Development Budget

You’ll be a great fit if:

Proven ability to solve problems creatively

Demonstrated ability in multi- project management

Excellent communication & interpersonal skills

Strong Research & analytical abilities

Excellent Presentation skills and proficiency in developing MIS and Data Analytics

You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team

You can work with product owners to build automation and system improvements

You are willing to work closely with our second line of defence (Risk and Compliance) to ensure we meet policies and regulatory requirements

You have strong communication skills and ability to work with varying stakeholders, both technical team members and business users

You have 8 + years of experience in Strategic Planning & QA

B.Tech + MBA (Tier-A business school)

Experience in Fintech preferred

Who are Tide?

We’re the UK’s leading provider of smart current accounts for sole traders and small companies. We’re also on a mission to save business owners time and money on their banking and finance admin so they can get back to doing what they love - for too long, these customers have been under-served by the big banks.

Our offices are in London, UK, Sofia, Bulgaria, Hyderabad and Gurugram, India, where our teams are dedicated to our small business members, revolutionizing business banking for SMEs. We are also the leading provider of UK SME business accounts and one of the fastest-growing fintech's in the UK.

We’re scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Member first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.

We’re also one of LinkedIn’s top 10 hottest UK companies to work for.

Here’s what we think about diversity and inclusion…

We build our services for all types of small business owners. We aim to be as diverse as our members so we hire people from a variety of backgrounds. We’re proud that our diversity not only reflects our multicultural society but that this breadth of experience makes us awesome at solving problems. Everyone here has a voice and you’ll be able to make a difference. If you share our values and want to help small businesses, you’ll make an amazing Tidean.

A note on the future of work at Tide:

Tide’s offices are beginning to open for Tideans to return on a voluntary basis. Timelines for reopening will be unique for each region and will be based on region-specific guidelines. The health and well-being of Tideans and candidates is our primary concern, therefore, for the foreseeable future, we have transitioned all interviews and onboarding to be conducted via Zoom.

Once offices are fully open, Tideans will be able to choose to work from the office or remotely, with the requirement that they visit the office or participate in face-to-face team activities several times per month.


Job Type
Full Time
76 days ago

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