Head, Collections, UK/Europe

ABOUT 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 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. WHAT YOU'LL DO: • 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. • You are data driven and comfortable with OKRs, KPIs, KRIs, SLAs, forecasting, budgeting and planning. • You are a positive individual, with a flexible and creative mind and aim to bring out the best in people around you. • You naturally align with our values (#MemberFirst, #OneTeam, #DataDriven) WHAT YOU’LL GET IN RETURN: Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get: • Competitive salary • Self & Family Health Insurance • Term & Life Insurance • OPD Benefits • Mental wellbeing through Plumm • Learning & Development Budget • WFH Setup allowance • 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 • Stock Options TIDEAN WAYS OF WORKING At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community. 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. At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard. Disclaimer It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that: • Tide does not charge any fees at any stage of the recruitment process. • All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel. • Communication from Tide will only come from an official @tide.co email address. • Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf. If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process. Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy. Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.