Escalations Manager at Careers at Tide

Tide is seeking an Escalations Manager to join their team in Bulgaria. The Escalations Manager will oversee employee performance, training, and awareness while managing metrics and KPIs. They will provide feedback, compile reports using tools like Kustomer and Looker, and ensure quality fulfilment of responsibilities. The role involves implementing measures to enhance team efficiency and results at the department level.

Responsibilities

• Ensure high-quality fulfilment of Team Leads’ and Senior Associates’ responsibilities.
• Act as the focal point for Tide’s Member Feedback process.
• Oversee Escalations and Vulnerable Members teams’ compliance with FCA and industry standards.
• Maintain constant communication and data exchange with Operations teams across verticals.
• Ensure adoption and adherence to Tide’s MRCF process.
• Observe and enforce internal procedures, rules, and customer service instructions.
• Propose and draft new procedures to improve performance and organisation quality.
• Provide feedback to Team Leads and Senior Associates to ensure compliance and quality standards.
• Manage tasks, schedules, and operationally lead Team Leads and Senior Associates.
• Support hiring and onboarding processes for Team Leads and associates as needed.

Requirements:

• Excellent spoken and written English skills.
• A minimum of 4 years of people management experience.
• Proven track record in Managing Servicing Teams.
• Confident presentation skills and stakeholder management.
• Ability to find novel ways to solve difficult problems and improve existing processes.
• Strategic mindset.
• Ability to identify recurring issues and help create new workflows to solve them.
• Strong organisational skills.
• Self-driven, responsible, and energetic.

What Tide Offers:

• 25 days paid annual leave.
• 3 paid days off for volunteering or L&D activities.
• Extended maternity and paternity leave covered by the company.
• Personal L&D budget in the amount of 1000 BGN per year.
• Additional health & dental insurance.
• Mental wellbeing platform.
• Fully covered Multisports card.
• Food vouchers.
• Snacks, light food, drinks in the office.
• WFH equipment allowance.
• Flexible working from home.
• Sabbatical Leave.