Process Optimization Specialist

hace 1 semana

Ciudad de México, Ciudad de México Tala A tiempo completo

About Tala

Tala is a global technology company that aims to revolutionize the world's financial services landscape. With over $350 million in funding, we have established ourselves as a leader in accessible financial solutions. Our mission is to provide millions of people around the world with equal access to financial tools and resources.

Our platform enables lending and other financial services globally, empowering individuals in emerging markets to start and grow their businesses, manage daily expenses, and achieve long-term financial goals. Currently, more than 7 million customers across Kenya, the Philippines, Mexico, and India have used our products.

We have a remote-first approach and offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.

Talazens join us because they share our vision of making financial agency accessible to underbanked populations worldwide. If you're passionate about creating a positive impact through innovative financial solutions, we'd love to hear from you.

Job Description:

The Customer Experience Enhancement Expert, also known as the Shared Services Process Analyst, plays a critical role in building a best-in-class customer experience by monitoring and analyzing relational & transactional KPIs, sharing insights, best practices, and evolving procedures to deliver exceptional customer experiences throughout their journey with internal team members.

Key Responsibilities:

Partner closely with operations to enhance customer experienceDeeply understand internal procedures, policies, and standards for assertive communicationEngage in consultative conversations with internal customers to align operational input with day-to-day life in operationsMake data-driven decisions to optimize procedure development and enhancementEnhance procedures to prioritize stellar customer serviceDevelop procedures to ensure seamless customer interactionsBe a role model in finding better ways to achieve results while adhering to procedures and policiesUnderstand core KPIs of operational business units, Customer Care, and Recoveries

Requirements:

To be successful in this role, you will need:

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

Salary:$80,000 - $110,000 per annum, depending on location and experience.

About Tala

Tala is committed to building an inclusive and diverse global team that represents a multitude of backgrounds, cultures, and experiences. We strongly believe that inclusion fosters innovation and pride ourselves on being an equal opportunity employer. We hire talented individuals regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

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