Training Manager - Member Support

About the role

We are seeking an experienced and driven Member Support Training Manager to lead and develop the Member Support Training team, responsible for delivering high-quality onboarding, training, and continuous development programmes for our Member Support function for the UK and European markets. You will be responsible for ensuring that both new and existing Member Support Tideans have the knowledge, skills, and confidence needed to deliver exceptional support to our members. Through effective training strategies, innovative learning experiences, and strong stakeholder partnerships, you will help build capability across Member Support, supporting operational excellence and an outstanding member experience.

Responsibilities

• Strategy & Member Focus
• Develop and deliver the Member Support training strategy aligned to business and operational goals.
• Embed a member-first mindset across all learning programmes.
• Leadership & Stakeholder Partnership
• Lead, coach, and develop a high-performing Member Support Training team.
• Foster a culture of accountability, innovation, and continuous improvement.
• Own your team's capacity planning and scheduling, ensuring trainer resources are aligned to the highest-priority business and operational needs.
• Build strong relationships with operational leaders, quality & complaint teams, and subject matter experts to align learning priorities and training delivery with business objectives.
• Learning & Capability Development
• Design and deliver engaging, effective learning experiences that maximise knowledge retention and performance.
• Continuously improve training approaches, tools, and methodologies.
• Identify capability gaps and implement targeted development solutions.
• Performance, Data & Insights
• Own training performance metrics, reporting, and evaluation.
• Use data and operational insights to measure effectiveness, identify trends, and drive continuous improvement.
• Ensure learning interventions deliver measurable business and member impact.

Requirements

• You are able to align learning initiatives with business goals and operational priorities.
• Building exceptional member outcomes is your passion.
• You have proven experience leading, coaching, and developing high-performing teams.
• You create a culture of accountability, engagement, and continuous improvement.
• You possess a strong understanding of training design, adult learning principles, and capability development.
• You are skilled at identifying performance gaps and implementing effective learning solutions.
• Data and insights are your method for evaluating and driving performance and measuring impact. You are comfortable with detailed data analysis.
• You are comfortable building relationships and influencing stakeholders at all levels.
• WHAT YOU'LL GET IN RETURN:
• 25 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Personal L&D budget
• Additional health & dental insurance
• Mental wellbeing platform
• Fully covered Multisports card
• Food vouchers
• Snacks, light food, drinks in the office
• WFH equipment allowance
• Stock Options
• TIDE IS A PLACE FOR EVERYONE

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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