Senior Operations Manager - Vendor management, KYC

What we’re looking for:

We are looking for a Senior Operations Manager with specialized experience in Vendor Management and Procurement to join our KYC team at Tide. As a key member of the KYC Operations team, you will play a pivotal role in managing our KYC vendors and optimizing procurement processes to ensure the seamless delivery of our services. You will work closely with cross-functional teams across Product, Risk & Compliance, Legal, Finance, and Operations, while driving efficiencies and cost savings through effective vendor management.

Our company is growing, and this role offers an exciting opportunity to build and scale a best-in-class vendor management function within the KYC space, with the potential to expand this into a broader, centralized Procurement function across other business units.

On this role, you will be doing:

Vendor Relationship Management:

• Act as the primary point of contact for all KYC vendors, managing relationships both online and offline.

• Organize and conduct Monthly/Quarterly Business Reviews (QBRs), demos, and meetings to maintain strong vendor partnerships.

• Resolve escalations and issues promptly to ensure improved vendor performance and stronger partnerships.

Procurement & Contract Management:

• Own the end-to-end procurement process for KYC vendor selection, contract renewals, negotiations, and onboarding.

• Manage vendor contracts and invoicing, ensuring timely renewals and favorable terms.

• Lead the negotiation process with vendors, with the aim of driving operational efficiencies and cost savings.

• Oversee procurement of vendor services, ensuring the delivery of high-quality services at optimal costs.

Internal Stakeholder Alignment & Collaboration:

• Serve as the central liaison between internal stakeholders (Product, Risk & Compliance, Legal, Finance) and vendors, ensuring smooth coordination and faster internal sign-offs.

• Collaborate with internal teams to integrate vendor solutions with operational processes, speeding up tech integrations and mitigating operational delays.

Vendor Monitoring & Performance Tracking:

• Track and monitor vendor performance against Service Level Agreements (SLAs), usage, and costs.

• Ensure vendors are compliant with operational and regulatory requirements and mitigate any associated risks.

• Regularly report on vendor performance, identifying areas for improvement and taking corrective actions as needed.

Process & Framework Optimization:

• Develop and implement scalable frameworks and processes for vendor onboarding and post-onboarding management.

What makes you a great fit:  

• 5+ years of experience in Procurement, Contract Management, Vendor/Supplier Management, or Commercial Operations, ideally within a KYC, Risk & Compliance, or technology-focused organization, with overall experience of 7+ years
• Proven track record in managing vendor relationships, negotiating contracts, and driving cost-saving initiatives.
• Experience in KYC, Risk & Compliance, or related fields within financial services or technology scale-ups is highly desirable.
• Strong commercial acumen with the ability to negotiate contracts and manage vendor performance.
• Exceptional communication and interpersonal skills, both verbal and written, with the ability to engage effectively with senior stakeholders and vendors.
• Analytical mindset with a strong focus on operational efficiency, data-driven decision-making, and cost control.
• Familiarity with the UK/Europe/global KYC, Risk & Compliance landscape, and associated regulatory requirements is a plus.
• Proactive, resilient, and capable of managing multiple projects and stakeholders at once.
• Comfortable in an ambiguous, fast-paced environment and able to adapt to new challenges quickly.
• Detail-oriented, process-driven, and always looking for ways to improve systems and procedures.
• Collaborative team player with a customer-first mindset.

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 Bulgaria. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:

• 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
• Share options