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Head of Global Collections and Support

hace 2 semanas

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

Tala is a leading fintech company that empowers people in emerging markets to access the tools they need to achieve financial stability. Our platform offers a range of innovative financial services, including lending and other products that enable people to start and grow their businesses.

We are proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experiences. We believe in inclusion and innovation, and we are dedicated to creating a new financial ecosystem where everyone can participate on equal footing.

Job Responsibilities:
  • This role oversees the collections and customer support functions for Tala, ensuring seamless interactions and experiences for customers across all markets.
  • The successful candidate will have a customer-centric mindset with a deep understanding of customer behavior, pain points, and experience optimization, as well as strong leadership skills and experience in managing large distributed teams.

Key Responsibilities:

  • Strategic Leadership:
  • Develop and implement strategic roadmaps for collections and customer support, focusing on key initiatives that drive business results.
  • Collaborate with cross-functional teams to ensure successful completion of initiatives and drive business outcomes.
  • Create and maintain consistent metrics to track performance, driving data-driven decision-making.
  • Simplify complex metrics to improve transparency and drive action.
  • Establish a customer feedback loop to inform future product improvements and drive meaningful customer impact.
  • Identify new technologies and techniques to step-change collections and customer support functions.

Functional Ownership:

  • Transform collections strategies by introducing digital-first recovery mechanisms and alternative engagement channels.
  • Provide expert guidance on telephony and dialer setup to maximize the impact of outbound calls.
  • Establish a global framework for assessment of alternatives, ongoing health check processes, and benchmarks.
  • Optimize agent resourcing across in-house / outsourced mix, incentive programs, EDC selection, and performance management routines.
  • Enhance agent efficiency by optimizing tooling and processes.
  • Create new ways for customers to self-cure once they go late and unlock new channels for customer engagement.

Execution Oversight:

  • Establish a routine to review daily/weekly KPI performance to track progress toward targets.
  • Drive leadership engagement to deliver improvements if performance falls behind goals.
  • Own tracking of initiative progress to ensure timely delivery and expected impact.
  • Represent KPI achievement to the broader executive team as global functional owner.

Team Management & Development:

  • Provide strategic guidance, coaching, and support to contact center leadership teams across all regions.
  • Ensure leadership team has proper guidance, coaching, feedback, communication, and autonomy.
  • Handle roadblocks to ensure company and country goals are met.
  • Over-communicate within functional teams and across key stakeholders to create an open and trusting environment.
  • Foster a culture of collaboration, accountability, and continuous learning within the team.
  • Identify and mentor high-potential employees, providing opportunities for professional growth and development.