Company intro

Tend is the world's first neobank powered by the social engine of its membership. We exist to create financial wellbeing together, empowering our community to build the next generation of financial services with us. Our open banking ecosystem brings leading products and features — including banking, payments, shopping, travel, insurance, credit monitoring, artificial intelligence and more — under one umbrella. In addition, we share the revenue of Tend with our membership, allowing the community to benefit from our mutual growth.

Role highlights

Tend is looking for our first Head of Service Operations, reporting to the COO, you will be a critical member of the Tend Operations team working closely with C-Level and cross-functional teams to develop processes and controls that improve efficiency, increase customer satisfaction and make us a better team. As an accomplished service and operations leader, you will oversee core business and back-office operations including: Banking Operations, Computer Ops, Service Desk Support, Partner Bank Help Desk, TPSP vendor management, file transfer/management, and business infrastructure engineering.

Role expectations

Establish compliant operational process and procedure while directing the Operations, Internal teams and Third-party Service Providers, support of exception processing for mobile check deposits, funds transfers, bill payment, debit card, parameter controls, other exception research and business oversight of all core and ancillary operating systems.

Develop plans and strategies for building out a well-managed operation, inclusive of automated and preventive controls, driving the prioritization process, highlighting critical dependencies and resource gaps, while proactively forcing trade-offs that address capacity planning/scaling for 24/7 operations.

Drive an optimal balance between member experience, applying the appropriate risk management discipline, and financial efficiency/effectiveness in employee engagement to achieve strategic goals.

Effectively manage daily jobs and file transmissions between Tend, third party vendors, partners and Banks.

Role requirements

Success as a leader and team builder with 5+ years of experience working in a Financial Service Operations environment.

Ability to effectively to get the job done in a demanding, fast-paced start up environment, requiring a roll up your sleeves mentality while overcoming ambiguity and challenges.

Ability to prioritize and allocate resources in a dynamic, strategic manner with an execution-oriented focus.

Ability to effectively communicate internally as well as with external customers/vendors at all levels.

Preferred - Solid operational experience managing retail bank Demand Deposit or Lending Support operations and/or products.

Benefits

Tend offers a competitive benefits package including medical, dental, vision, and pharmacy coverage with health savings/flexible spending accounts (with eligible plans). Ancillary benefits such as disability, commuter benefits, and others are also available. Tend offers a 401(k) matching program up to 4% of salaries, and tailored training/continuing education. Additionally, we believe employees who are aligned with Tend's mission are fully capable of managing their own productivity, and therefore offer the flexibility of unlimited paid-time-off.

Equal Opportunity note

Tend is committed to maintaining a diverse workforce and an inclusive work environment. Tend does not condone discrimination in employment, employment-related decisions, or in business dealings on the basis of race, color, ancestry, age, sex, sexual orientation, religion, disability, ethnicity, national origin, veteran status, marital status, pregnancy, or any other legally protected status. Tend will provide an environment free of discrimination to our associates, customers, members, and suppliers.