Process Improvement Analyst

hace 1 semana

Ciudad de México, Ciudad de México Tala A tiempo completo

About Tala

Tala is a global technology company building a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience.

We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Job Summary

We are seeking a highly skilled Process Improvement Analyst to join our team. As a Process Improvement Analyst, you will contribute to building a best-in-class Customer Experience by daily monitoring and analyzing Relational & Transactional KPIs, sharing inputs, best practices, evolving and enhancing procedures and standards to provide a top Customer Experience across all key moments and touchpoints of our customers' journey.

Key Responsibilities

  • Work closely with the operations team to identify areas for process improvement and implement changes to enhance customer experience.
  • Deeply understand internal procedures, policies, and standards to provide assertive communications.
  • Consult with internal customers to align with operational input and provide data-driven recommendations.
  • Take decisions based on data to ensure the enhancement or development of procedures is conducted in the most accurate way possible.
  • Enhance procedures to conduct interactions based on stellar customer service.
  • Develop procedures to conduct interactions based on stellar customer service.
  • Be a role model in terms of the importance of being open to finding better ways to obtain better results while ensuring compliance with procedures and policies.
  • Understand the core KPIs of the operational business units, Customer Care, and Recoveries.

Requirements

  • Proven experience in cross-functional collaboration with operational areas of at least 1 year or equivalent experience in operations.
  • Data-driven decision-making oriented.
  • Proven experience in project management.
  • Experience in participating in internal/external audits (basic or certification).
  • Exceptional verbal and written presentation skills, especially with non-technical audiences.
  • Exceptional, proven ability to translate data into actionable recommendations.
  • Fluent in English and Spanish.

Preferred Qualifications

  • Knowledge of the financial services industry (KYC, Customer Service, Collections, financial compliance, etc.).
  • Project management skills, ideally Six Sigma training.
  • Experience working with international teams.
  • Comfortable with ambiguity.

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