Head of Member Collections
Who are Tide:
At Tide, we’re on a mission to save businesses - ‘our ‘Members‘ - time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, including credit, but also a comprehensive set of highly connected admin tools for businesses.
Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our Members (customers). You will be comfortable in ambiguous situations and will be able to navigate the evolving Fintech environment. Imagine shaping how millions of Tide Members discover and engage with business banking platforms and building this on a global scale.
What we’re looking for:
We are looking for a Head of Member Collections (UK/Europe) reporting to the SVP, Member Operations (UK/Europe). Tide has a number of different lending portfolios that it offers to its small-business (SME) Members, including a BBLS book. Tide primarily intermediates credit through its wholly-owned Funding Options Business. Tide Capital, our proprietary credit business, focuses on transactional credit allowing Members to finance payment transactions. CreditFlex allows Members to finance payments in the payment flow. Tide is one of the larger issuers of commercial cards and, in due course, a credit card option will be offered to eligible Members using Tide Expense Cards. We are also in the process of launching Tide Overdrafts. Collections also supports the management of negative balances that can arise from our regular Tide Expense Card transactions, e.g. via chargebacks. We are looking for an experienced operational leader to own and deliver Tide’s collections strategy to optimise the value of these portfolios.
As a Head of Member Collections you will:
Lead a small but growing team of collections specialists spread between our Operations in the UK, Bulgaria and India.
Be willing and able to work iteratively between strategy and hands-on operational performance management required at a scale-up like Tide.
Be part of the leadership team of Member Operations and work closely with other Member-facing teams, including Member Support, KYC, Ongoing Monitoring and Complaints.
Shape the strategic direction for Collections at Tide, liaising closely with other relevant stakeholders in Risk & Compliance (2LOD), Tide Credit Services (Tide Capital), Finance and Legal.
Optimise recovery rates through process optimisation and forbearing solutions whilst also ensuring we treat Members fairly, recognise vulnerability and operate in accordance with Tide’s policies and industry best practice.
Own Tide’s relationship with debt collection agencies, overseeing their performance, assessing current contracts and reviewing future opportunities and alternatives.
Work closely with the product and data teams and third-party suppliers to improve our collections tools and processes, to optimise both Member experience and operational efficiency. Where possible, unnecessary manual processes should be automated.
Work closely with the data team to improve management reporting and ensure robust data is used to provide insight and support decisions.
Work closely with Talent and People partners and subject-matter trainers to ensure we continue to recruit, upskill and retain the very best employees at Tide.
You will be a great fit if:
You have hands-on experience working as a collections leader, particularly related to small business credit risk in the UK, and have extensive subject matter expertise,
You are passionate about credit collections and can articulate your philosophy of how to optimise recovery rates, while also providing a great Member experience.
Ideally you have experience of small business lending, including government-backed and unsecured loan portfolios.
You thrive in a fast-paced and innovative environment and ideally have experience working in a Fintech. You are comfortable with a ‘test & learn’ approach to improving collection and recovery rates.
You have proven leadership and management experience and a track record of communicating clear strategic objectives and plans, and delivering on those plans. Ideally you will also have experience of working with outsourced collections teams.
You have experience of working with product and data teams, and are able to clearly articulate your requirements and vision.
You have an in-depth knowledge of all risk factors in collections and recovery processes and ways to mitigate them.
You are data driven and comfortable with OKRs, KPIs, KRIs, SLAs, forecasting, budgeting and planning.
You are a positive person, with a flexible and creative mind and aim to bring out the best in people around you.
You naturally align with our values (#MemberFirst, #OneTeam, #DataDriven)
What you’ll get in return:
Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:
Vitality Health Insurance, with a proactive focus on mental and physical wellbeing
24/7 Employee Assistance Programme
25 days holiday with the ability to buy extra days
We invest in your development with a £1,000 professional L&D budget per year
Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution
Spacious brand new office in Liverpool street with an all-day snacks bar
Enhanced family-friendly leave
24 hours paid volunteering time off per year
Flexible working options
Tidean Ways of Working
At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.
Tide is a place for everyone
At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.