Global Customer Care Operations Manager

Mexico City
Global Business /
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 five 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 7 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!

This role is focused on ensuring that Global Customer Experience Operations effectively supports the CX Teams in markets and that this global team drives the center of operational excellence while delivering customer delight specifically for Customer Care functions, processes and key metrics.  The Global Customer Care Operations Manager is mainly responsible for managing the effectiveness and efficiency of the following, but not limited to: Zendesk, Freshdesk, KYC platformsKYC & Customer Care Voice of the Customer feedback loop Global CC Learning & Development ProgramsGlobal CC related Policies and Procedures Global CC performance dashboards With the Global Customer Experience team oversight over the market operations, this role is also expected to drive strong partnerships and collaboration with global and in-market stakeholders  in order to deliver OKRs and related tactics & initiatives.  

What you’ll do:

    • Own global Customer Care & KYC platforms Design & execute optimal user & agent experience interfaces fit for business & market needs Manage KYC & Tickets platform related expenses such as but not limited to licenses, functionalities, etc. 
    •  Review existing platforms for viability of contract renewals and recommend revisions as deemed fit.
    •  Review other platform options and recommend any changes with existing partners as needed.
    •  Leverage technology and data to identify opportunities to improve collections and customer experience.
    • Manage & align key metric definitions and performances for Customer Care, KYC and Voice of the Customer globally Manage & ensure relevance & effectiveness of the Global CX Performance dashboards.
    • Support Global Ops Analytics in staffing & service level benchmarking work streams as needed.
    • Drive development and training initiatives.
    • Ensure effectiveness of the Global Learning & Development initiatives such as but not limited to product launch trainings, CC & KYC Training curriculum & other related programs Improve policies and procedures.
    • Drive global standards for controls and process improvements in collaboration with CX & non CX stakeholders.
    • Drive relevance & alignment to ops related policies & procedures.
    • Evaluate & execute process & strategy improvements especially those that will drive global impact Project management.
    • Manage Customer Care & KYC projects of Global CX .
    • Show up as a strong leader in the customer experience teamStrong and reliable partner for market operation leads Regular communication with the team, management & stakeholders in and outside of CX.
    • Clear upward communication on wins and challenges of the teams with regards to KPIsStrong back up for the Global CX Operations Senior Director.

Who you are:

    • A collaborative self-starter. You’re excited to pursue new initiatives and love to partner with geographical and cross-functional leads to move the business forwardYou have the ability to translate insights into action.
    • You not only build models, but you’re able to distill key learnings and use those insights to drive strategic planning and initiatives.
    • A highly innovative problem-solver. You approach a problem from different perspectives and use your holistic understanding of the business to see new opportunities/risks.
    • Strong communicator and an advocate for your business partners.
    • Comfortable with ambiguity.
    • Thrives in a fast-paced environment, understanding that week-to-week priorities may shift as new business opportunities emerge.
    • Passionate about social enterprise and find meaning in working to make the world a better place

What you’ll need:

    • Minimum 7 years of combined Customer Care & KYC experience.
    • Experience working in financial services/lending.
    • Experience with handling operation teams.
    • Exceptional verbal and written presentation skills, especially with non-technical audiences.
    • Strong understanding of call center KPIs and mechanics.
    • Proficient in Excel, Word, Powerpoint, G Suite, and Office programs.
    • Proficient developing, from scratch, performance reporting and analysis using data visualization and CRM tools.
    • Ability to work independently and remain focused and on track
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.