Head, Collections, UK/Europe

About the role

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. 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.

Responsibilities

• Lead a small but growing team of collections manager & 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, KYX, 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'LL BE A GREAT FIT IF:
• You have hands-on experience working as a collections leader, particularly related to small business or consumer lending in the UK, and have extensive subject matter expertise. Ideally this includes government-backed and unsecured loan portfolios.
• You are passionate about credit collections and can articulate your philosophy of how to optimise recovery rates, while also providing a great Member experience.
• 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

Benefits

Additional Information

A BOUT TIDE At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting. Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love. Tide facts: Tide is available for UK, Indian, German and French SMEs Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly Over $300 million raised in funding Over 2,800 Tideans globally Recognised with Great Place to Work certification three years in a row, and among India's Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026 We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg

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