Job Description

ABOUT TIDEAt Tide, we are building a finance platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2000 employees.Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.ABOUT THE ROLEAs a Senior Trainer across our Member Operations teams (KYX, Ongoing Monitoring, Member Support, Complaints, Collections), you will be responsible for both the training and onboarding of new hires, as well as upskilling existing Tideans. You will focus predominantly on the training for the Member Support, Complaints and Collections teams.You will work closely with all areas of the member operations teams to identify the need for training, and will prepare, develop and deliver high-quality training via our LMS platform and face-to-face.You will own training both virtually and face to face:

• Training

• New hire - You'll be responsible for the 3 week onboarding of new hires in the member operations space every month
• Upskill - You'll liaise with managers to determine training needs and schedule training sessions to upskill existing Tideans on new products and procedures
• Content creation

• You'll own the creation of training materials - with a focus on quality and maximum engagement - utilising a variety of tools and your extensive knowledge of training and gamification
• Monitor Data

• You'll monitor all the key data metrics for your area and present these back to your team leader - such as survey information, training completion rates and scores, you'll own an action plan to address these

WHAT ARE WE LOOKING FOR

• Language: Excellent verbal and written English skills. French or German would also be an advantage.
• Experience:

• You have 2+ years of experience in writing and conducting training both virtually and face to face
• Experience training customer facing teams in a banking/ fintech environment

• Or relevant KYC, Financial Crime, Compliance and Transaction monitoring experience
• Or experience working in Customer Service/ Customer Support
• Skills:

• Experience with extensive stakeholder management
• Passion for problem-solving and finding solutions to difficult situations
• Strong organisational skills
• Excellent attention to detail
• An understanding of effective teaching methodologies and tools
• Excellent at training design and training content creation and are very creative
• You are open to feedback, eager to learn and constantly improve
• Tools:

• Ability to use industry tools like GSuite, Powerpoint, MS Office, Articulate360, Video AI and design tools - and a passion for creating gamified, highly engaging training content

TIDE IS A PLACE FOR EVERYONEAt 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.You personal data will be processed by Tide for recruitment purposes and in accordance with .

Tide Platform