Summary
Join Tala's mission to unleash the economic power of the Global Majority by overseeing teams handling Collections, Customer Experience, and Shared Services operations as a Site Operations Director.
Requirements
- Bachelor’s degree in a relevant field such as business administration, finance, or operations management
- 15+ years of working experience in a Customer Success/BPO environment, with at least 5 years in a senior leadership position
- Experience in financial services and/or a multinational company 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
Responsibilities
- Strategic planning and communication on the company’s vision
- Collaborate with peers and global staff
- Manage teams to achieve KPIs, including implementing effective hiring, development, target setting and incentives programs
- Ensure first party collectors and external debt collectors perform as expected
- 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
