Collections Head

Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC’s Disruptor 50 five years in a row, CNBC’s World's Top Fintech Company, Forbes’ Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our 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, over nine 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. If you are energized by the impact you can make at Tala, we’d love to hear from you!

Position Overview

Tala’s Collections Head (Mexico) will be responsible for the Total Cash Collected goals and indirectly of the Recovery Rates at DPD0,7,14,30 and 60 managing the Recoveries group operations for both a partner network and internal staff. In addition to managing individual (agent), Team Leaders and team performance metrics, the Collections Head will also execute and contribute to strategies for the Mexico Recoveries team to meet and sustain performance to hit the company's portfolio targets. The Collections Head should be strong in debt collection core levers and operations, and hungry to dive into leveraging that knowledge to execute and deliver on existing and future strategies. Recoveries are a critical function of our customers' journey so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situation.

What You’ll Do

• Manage, strive and care for all in-market and global stakeholder relationships.
• Responsible for the Total Cash Collected goals for the Market on a Monthly and Annual Basis.
• Ensure daily, weekly and monthly KPIs are met and/or exceeded.
• Achieve core operational functions of team and performance management.
• Conduct reports analysis and strategy resolution for operational gaps or opportunities.
• Manage strategies to hit portfolio targets, including but not limited to: incentives, training/coaching on negotiation, call campaigns, account segmentation & prioritization, automated reminder messaging, testing new campaign approaches, and evaluating/creating business cases for technology improvements.
• Exceed country-level recovery rate and cure rate targets on a monthly basis.
• Maintain cost/$ collected within designated parameters.
• Keep team attrition rate below acceptable threshold.
• Create quantifiable growth path plans for collectors & team leads.
• Responsible for AOP definition, plan, and execution.

What You’ll Need

• Previous experience in Finance, Telecomm, or Services Industry.
• 3-5+ years of collections operations experience (Contact Center areas, merge or combined).
• 1-3+ years in a supervisor/people management role.
• Strong experience with autodialer/collections call center technology.
• Strong leadership skills and experience managing large teams in-house & outsourcing.
• Experience managing BPOs - External Agencies.
• Strong demonstrated analytical/business reporting experience (Excel, SQL, other business reporting tools).
• Proven success with staff training/coaching People Leaders (Team Leads).
• Using data-driven decision making to manage teams to KPIs.
• Success in previous roles in Recoveries or Sales functions.
• Strong written and verbal communication skills; speak English and Spanish fluently.

Preferred Skills & Experience:

• Experience implementing Recoveries CRM/debt Recoveries systems.
• Experience working with an international, distributed team.
• Experience working across functions to drive customer-focused change.

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.