LATAM Head of Recoveries and Support
Mexico City
Global Business /
Full-time /
Hybrid
About Tala
At Tala, we’re applying advanced technology and human creativity to solve what legacy institutions can’t or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today’s financial infrastructure doesn’t work for most of the world’s population.
We’re the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customer's needs. Through our flagship credit app, we’ve disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day-to-day needs, and pursue their financial goals.
Our pioneering work and proven impact have earned us consistent recognition, including being named to:
CNBC’s Disruptor 50 for five years.
CNBC’s World's Top Fintech Companies for two consecutive years.
Forbes’ Fintech 50 list for nine consecutive years.
Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.
Given the global nature of our team, we operate on a remote-first approach with office hubs 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. If you are energized by the impact you can make at Tala, we’d love to hear from you!
The LATAM Head of Recoveries and Support is an integral part of the global collections & servicing organization. They will be responsible to oversee the collections, customer support and shared services operations in LATAM. They will leverage our global standard approaches & frameworks to optimize performance and contribute to refining those by sharing best practices and key learnings. As we look to expand into new Latin American markets this role will be leading the setup of regional operations infrastructure to allow us to scale efficiently.
This role bears the responsibility for collections performance, full-cycle workforce management, service quality, and budget control. They ensure the successful execution of Collections and CX strategies, encompassing tests, initiatives, quality assurance, performance reporting, and technological advancements.
The LATAM Head of Recoveries and Support assumes direct accountability for hiring, talent development, succession planning, training, scheduling, performance evaluations, and compensation strategy implementation within the LATAM Operations organization. Moreover, they are responsible for establishing a reliable vendor network to support future operational growth.
What You’ll Do
- Set strategic direction for collections & servicing function for LATAM.
- Identify initiatives & levers that can meaningfully accelerate our performance in both functions to deliver higher $ collected and faster, more relevant answer for customers in support.
- Manage teams to achieve KPIs, including implementing effective hiring, development, target setting and incentives programs.
- Oversight of in house, first party & external debt collectors.
- Create an environment of process excellence and continuous improvement.
- Identify root causes of issues and lead improvement programs.
- Execute tests, experiments, and improvement strategies.
- Foster employee participation, engagement, and teamwork.
- Ensure teams have the right skills and tools.
- Manage risks and ensure compliance with guidelines, procedures, and policies.
- Ensure compliance with country laws and regulations.
Skills & Qualifications
- Bachelor’s degree in a relevant field such as business administration, finance, or operations management.
- 15+ years of working experience in a Collections/BPO environment, with at least 5 years in a senior leadership position.
- Experience in supporting operations across several LATAM countries is an added advantage.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to think strategically and make quick decisions.
- Risk-conscious and able to identify, mitigate, and monitor operational risks.
- Detail-oriented and organized with a strong work ethic.
- Ability to balance customer advocacy with commercial priorities.
- Proficiency in project management and process improvement methodologies.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
