Department : Member Operations (IN)

Who are Tide:

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

About You

As an Ongoing Monitoring (OM) QA, at Tide, you will be responsible for checking if all the OM analysts are following all the correct processes and procedures. You will be reviewing and scoring a certain percentage of all cases actioned by the OM team.

You will be responsible for developing, maintaining & improving the QA scorecard and making sure our analysts are following all internal processes and procedures, as well as external regulations, if any.

You will perform QA calibration sessions with the OM manager and all TLs to analyse the performance of the team. The outcome of these calibrations is to identify procedural gaps, as well as team and personal trends that can be improved.

You will collaborate with the training team to perform regular in-depth training needs analysis and identify opportunities for additional courses.

You will also focus on the individual learning gaps of each analyst. You will conduct individual feedback sessions for each analyst to help them improve their knowledge.

Some of the things you’ll be doing:

• Monitoring the cases actioned by OM analysts to ensure proper adherence to policies and procedures
• Improving the QA scorecards constantly to capture all new processes and procedures
• Experience in Identifying process improvements and learning gaps
• Leading calibration sessions, discussing the scorecards with OM TLs and OM Manager
• Knowledge of latest trends in the market
• Identifying process improvements and learning gaps
• Spotting negative individual and team trends
• Preparing recommendations to improve the negative trends
• Working on developing procedures

You’ll be a great fit if:

• You have 2 to 6 years of experience in QA in the OM space
• You have strong understanding and experience of CDD and EDD processes, AML controls and tools in Indian context
• You have knowledge of watchlists, sanctions & PEP, adverse media
• You evaluate and where necessary improve processes in accordance with our policies to ensure that we meet standards whilst building efficiency where possible
• You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team
• You work with Product Owners to build automation and system improvements
• You work closely with our second line of defence (Risk and Compliance) to ensure we meet policies and regulatory requirements
• You have excellent verbal, written and interpersonal communication skills
• You have excellent problem-solving skills and keen attention to details
• You have excellent monitoring & feedback skills
• You are a self-motivator and self-starter;
• You have exceptional listening and analytical skills;
• You have excellent knowledge of banking laws & regulation
• You should be able to build a clearer picture of agent-customer interaction goals and streamline the process to achieve higher customer retention rates
• You have solid time management skills
• You must be able to effectively deal with people at all levels inside and outside of the Company;
• You have creative ability & writing proficiency;
• You have excellent presentation skills
• You are proficient with Microsoft Office (intermediate Word, basic Excel);
• You have the ability to multitask and successfully operate in a fast paced, team environment;
• You should have knowledge of quality assurance testing tools
• You should use data and generate statistical insights that amplify the probability of a more accurate final product

What you’ll get in return:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 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

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 or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

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