Senior Product Manager, Ongoing Monitoring in London

At Tide, we help SMEs save time and money in the running of their businesses by offering business accounts and related banking services, as well as 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.

Ongoing Monitoring is building the capabilities Tide needs to detect, prevent and manage financial crime, fraud and risk across the member lifecycle. Within Ongoing Monitoring, we are creating a new Acquiring Fraud & Risk team as part of the Ongoing Monitoring team. This team will focus on protecting Tide’s growing Merchant Acquiring business by reducing acquiring fraud, chargeback losses and operational risk across card-present and card-not-present payment journeys.

As Senior Product Manager for Ongoing Monitoring Acquiring Fraud & Risk, you will own the roadmap for Tide’s acquiring transaction risk monitoring capabilities. Working closely with Engineering, Data Science, Fraud Operations, Risk and Acquiring Product teams, you will build and scale real-time monitoring solutions using rules engines, machine learning models and Agentic AI to reduce fraud losses, improve chargeback outcomes and manage Tide’s acquiring risk exposure across card-present and card-not-present payment journeys.

Product Management and Product Development

• Owning and independently defining the product strategy, vision and roadmap for acquiring fraud and risk monitoring within Ongoing Monitoring.
• Building scalable monitoring capabilities across card-present and card-not-present acquiring journeys.
• Working with Engineering and Data Science teams to define and deliver real-time rules, risk signals, machine learning models and decisioning workflows.
• Having end-to-end ownership of the acquiring fraud and risk monitoring product development lifecycle.
• Prioritising product work based on risk reduction, commercial impact, operational effort, member experience and technical feasibility.
• Creating clear product narratives for senior stakeholders across Product, Risk, Operations, Finance and Commercial teams.

You will be responsible for:

• Using data to identify acquiring fraud patterns, merchant behaviour, loss drivers and control gaps.
• Developing product capabilities that actively reduce acquiring fraud losses and help keep Tide within relevant card scheme thresholds.
• Establishing and monitoring performance metrics such as fraud loss rate, chargeback rate, scheme exposure, false positive rate and operational efficiency.
• Running experiments and targeted control changes to improve fraud prevention while minimising friction for genuine members.
• Working with Finance, Risk and Operations teams to quantify the commercial impact of fraud and risk controls.

Chargeback Management and Operational Risk

You will be responsible for:

• Building product capabilities that improve chargeback prevention, monitoring, handling and recovery outcomes.
• Working with Operations to improve case management workflows, review quality and operational efficiency.
• Improving visibility of chargeback drivers, merchant risk profiles and recovery performance.
• Helping Tide reduce avoidable losses where chargebacks arrive after funds have already been settled to merchants.
• Tracking and improving metrics such as recovery rate, chargeback handling time, operational cost per case and manual review effort.

AI, Automation and Risk Decisioning

You will be responsible for:

• Identifying opportunities to use Agentic AI and automation to improve acquiring fraud and risk operations.
• Working with Engineering and Data Science teams to build scalable, explainable and measurable AI-supported risk decisioning capabilities.
• Improving the speed, consistency and quality of acquiring risk reviews.
• Increasing automation where manual review adds cost without improving risk outcomes.

WHAT WE ARE LOOKING FOR:

You are an experienced Product Manager with strong acquiring risk knowledge. You understand the commercial reality of fraud, chargebacks, scheme exposure and operational handling in a live acquiring environment. You are comfortable working with complex data, real-time payment flows, operational teams and senior stakeholders. You can turn messy risk problems into clear product priorities and measurable outcomes.

You will have worked in an acquiring bank, PSP, payments company, fintech, or in a large merchant with its own acquiring or payments risk team. You understand how acquiring fraud and chargebacks affect growth, margin quality, scheme standing and operational cost.

You have strong product management experience, ideally 4+ years, with direct experience in acquiring risk, merchant risk, payment fraud, transaction monitoring or chargeback management.

You have experience working in an acquiring bank, PSP, payments company, fintech, or a large merchant with an established acquiring risk function.

You have a proven track record of actively reducing acquiring fraud, chargeback losses or merchant risk exposure.

You understand card-present and card-not-present acquiring journeys, including the different risk patterns across online, remote and in-person payments.

You have experience working with real-time rules engines, fraud monitoring systems, machine learning models, case management tools or risk operations workflows.

You are confident using data to identify loss drivers, prioritise interventions and measure control effectiveness.

You are comfortable working with Engineering, Data Science, Risk, Operations, Finance and Commercial teams.

You understand the balance between reducing risk and protecting the experience for genuine members.

You are pragmatic, organised and able to lead cross-functional delivery in a fast-moving environment.

You can communicate clearly with senior stakeholders and turn complex fraud and risk topics into simple commercial decisions.

You have a passion for solving members’ and agents’ pain points, coupled with your ability to apply product design thinking which sets you apart.

Bonus

• Experience with Visa, Mastercard or other card scheme monitoring programmes.
• Experience with chargeback prevention, representment, recovery workflows or negative balance management.
• Experience building AI or Agentic AI capabilities for fraud operations, risk review, case handling or operational decision support.
• Experience working across multiple markets or with global acquiring products.
• Experience in SME banking, fintech, payments or financial services.

WHAT YOU’LL GET IN RETURN:

• Flexible working options.
• Group Life Insurance.
• Vitality Health Insurance, with a proactive focus on mental and physical wellbeing.
• 25 days holiday with the ability to buy extra days.
• 3 days for L&D or volunteering time off per year.
• We invest in your development with a £1,000 professional L&D budget per year.
• Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme and pension contribution.
• Spacious brand-new office near Old Street with an all-day snacks bar.
• Enhanced family-friendly leave.
• Sabbatical leave.

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.