Escalations Manager - Remote

Overview

As an Escalations Manager at Tide, you will oversee employee performance, training, and awareness while managing metrics and KPIs to ensure quality fulfilment of responsibilities.

In Short

• 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

• You have excellent spoken and written English skills.
• You have a minimum of 4 years of people management experience.
• You have a proven track record in Managing Servicing Teams.
• You are confident in your presentation skills and stakeholder management.
• You enjoy finding novel ways to solve difficult problems and improve existing processes.
• You have a strategic mindset.
• You are always on the lookout for recurring issues and help create new workflows to solve them.
• You have really strong organisational skills.
• You are self-driven, responsible and energetic.

Benefits

• 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.