Site Operations Director

Nairobi /
Customer Experience /
Full-time
About Tala

Tala is a global technology company building the world’s most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions – and our plan is to serve millions more, and have been named by the Fortune Impact 20 list, CNBC’s Disruptor 50, and Forbes’ Fintech 50 list for four years running. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about the mission.

By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, more than 6 million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India. 

Most Talazens join us because they connect with our mission of enabling financial agency for underbanked people around the world. If you are energized by the impact you can make at Tala, we’d love to hear from you!

As a Site Operations Director, you will be responsible for managing on-site teams responsible for Collections, Customer Experience, and Shared Services operations with direct accountability for performance, full cycle personnel management, quality of service, and budget management. You will be responsible for the successful execution of collections and CX strategies, including tests, omni-channel communications, and new technologies. Additionally, you will have direct responsibility for hiring, growth and succession planning, training, scheduling, performance management, and executing on compensation strategy. You will be responsible for managing quality assurance programs, training programs, performance reporting, continuous improvement projects, including establishing a robust vendor network to sustain future operations growth. 

What You'll Do

    • Drive a culture of customer centricity and operational excellence for Tala KE.
    • Manage teams to achieve KPI goals for Recoveries (recovery rate, cure rate) and CX (first reply time, CSAT, KYC TAT) across internal team and external agencies, including QA adherence.
    • Manage growth planning, hiring, staffing, scheduling, personnel development, succession planning, compensation and incentives within cost boundaries, collaborating closely with support teams (HR, IT, Finance).
    • Align and coordinate day to day operations between each sub-department to generate operational synergies and drive improvements.
    • Assess, test, and implement improved processes and new technologies in collaboration with other teams.
    • Create an environment of process excellence, with controlled, measurable, sustainable  processes that enable your teams to handle volume and complexity changes, including successfully executing on tests, experiments, and improvement strategies with team of analysts and managers.
    • Build KE strategic operations roadmap and prioritization based on local and global initiatives.
    • Identify the root cause of issues impacting results, communicate tradeoffs/risks for different solutions, and lead implementation of improvement programs. 
    • Foster an environment that encourages employee participation, engagement, teamwork and communication.
    • Ensure employees and processes are compliant with all country laws and regulations.
    • Define and monitor crisis management plan, including emergency procedures for Recoveries and CX.

What You'll Need

    • Business related degree.
    • Project management skills.
    • Master’s degree is an added advantage.
    • 10+ years of experience in customer experience, debt collection and contact center related work.
    • 5+ years management experience, matrix management experience is preferred.
    • Experience managing a dynamic network of partners, service providers, companies/agencies.
    • Experience in delivering improvements in operational efficiency. 
    • Measurable impacts to KPIS in previous work.
    • Strong alignment with customer centric approaches and best practices.
    • Working experience in financial services is an added advantage
Our vision is to build 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.