Senior Operations Analyst

About the role

The Operations team is owning and managing processes in the area. It is working in collaboration with other teams to deliver new products and features. The Operations team overseas and is responsible for the "live" production of each product ensuring its smooth operation. Positioned at the intersection of Product, Engineering and Data teams, we ensure swift delivery of new products and features, data driven decisions, and support best member experience and operational efficiency for all existing products. Our responsibilities include process management, risk management, vendor and partner management, operational setup, business readiness, post-launch performance monitoring and quality assurance. We aim to scale development capabilities, continually improve the credit experience for our members, and drive revenue growth. The Senior Operations Analyst role involves collaborating with various teams, including member support, financial crime, finance, tech, product, and external suppliers. He/she will be supporting the achievement of business goals while living Tide values: putting members first, working as one team, and being data-driven. Tasks for the Senior Operations Analyst include, but are not limited to: Ensuring smooth operation of processes relevant to the area. Defining appropriate performance monitoring metrics, monitoring them and reporting on the performance of existing processes. Analysing operational performance, understanding the root cause of sub-optimal processes and taking required actions where necessary. Updating and optimising processes that are clearly defined and documented. Monitoring of proprietary and partner SLAs, reporting deviations. Owning and delivering projects, including cross functional and across various business units. Being a point of contact for our member support team and acting as level 3 support. Dealing with escalations on product performance. Supporting Product managers to manage cross functional technical projects. Providing feedback from members to Product managers and helping develop products in the way members will get the best value and experience out of the products. Helping implement solutions to incidents in the area.

Requirements

• You've spent at least one year in Operations/Project management role or at least two years in a customer service role.
• You are proactive, resilient and pay attention to details - you'll need to enjoy the challenge of improving processes and always be on the hunt for the next problem that needs to be fixed!
• You are organised, systematic and able to collaborate with team members whilst delivering on multiple pieces of work at the same time.
• You are analytical and see data as a crucial part of decision-making, but know when to stop analysing and start acting.
• You can handle business analytical tools, such as Excel, SQL and Looker.
• You are okay with ambiguity, and enjoy working in a complex, technical industry.
• You're a capable communicator: able to get into the details troubleshooting an issue with a technical team one moment, and communicating your work to business audiences in another.
• WHAT YOU'LL GET IN RETURN:
• Salary: €25,200.00 - €31,500.00
• Remote-first work setup with flexibility to work from anywhere in Bulgaria.
• Performance-based incentives.
• 25 days of paid annual leave
• 3 additional days for volunteering and learning
• Private Health Insurance
• Mental Health Support Platform
• Company Sponsored Multisport Card
• Family and Friendly Leave (according to statutory)
• Personal L&D budget
• TIDEAN WAYS OF WORKING
• At Tide, we champion a flexible workplace model that supports both in-

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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