Collections Operations Manager

hace 1 mes


Ciudad de México, Ciudad de México Tala A tiempo completo
About Tala

Tala is a leading fintech company on a mission to empower the global majority by providing innovative financial solutions. With a strong presence in emerging markets, we are committed to making a positive impact on the lives of millions of people. Our team is passionate about driving financial inclusion and creating opportunities for growth and development.

Job Summary

We are seeking an experienced Collections Head to join our Mexico team. As a key member of our recovery team, you will be responsible for driving total cash collected goals and recovery rates. You will lead a team of collectors and team leaders, providing guidance and support to ensure they meet and exceed performance targets. If you have a strong background in debt collection operations and a passion for driving results, we encourage you to apply.

Key Responsibilities
  • Manage and motivate a team of collectors and team leaders to achieve total cash collected goals and recovery rates.
  • Develop and implement strategies to improve recovery rates and reduce costs.
  • Collaborate with cross-functional teams to drive customer-focused change and improve the customer experience.
  • Provide coaching and training to collectors and team leaders to enhance their skills and performance.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and develop data-driven solutions.
  • Work closely with the recovery team to identify and implement process improvements and best practices.
  • Develop and maintain relationships with key stakeholders, including customers, partners, and internal teams.
Requirements
  • 3-5+ years of experience in collections operations, preferably in a contact center environment.
  • 1-3+ years of experience in a supervisory or management role.
  • Strong leadership skills and experience managing large teams.
  • Experience with autodialer/collections call center technology.
  • Strong analytical and business reporting skills, with experience using tools such as Excel and SQL.
  • Proven success in staff training and coaching, with a focus on developing people leaders.
  • Experience working with an international, distributed team.
  • Fluency in English and Spanish.
Preferred Skills and Experience
  • Startup and fintech experience.
  • Experience implementing recoveries CRM/debt recovery systems.
  • Experience working across functions to drive customer-focused change.


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