Remote Collections Head

Summary

Join Tala's mission to unleash the economic power of the Global Majority by leading the Collections team in Mexico. As Collections Head, you will be responsible for managing Total Cash Collected goals and Recovery Rates, executing strategies to meet portfolio targets, and providing an excellent customer experience.

Requirements

• Previous experience in Finance, Telecomm, 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 Inhouse & Outsourcing
• Experience managing BPOs - External Agencies
• Strong demonstrated analytical/business reporting experience (Excel, SQL, other biz. 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

Responsibilities

• Manage, strive and care all in-market and global stakeholders relationships
• Responsible for the Total Cash Collected goals for the Market on a Monthly and Annual Basis
• Daily, weekly and monthly KPIs are met and or exceeded
• Core operational functions of team and performance management are achieved
• 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, etc., 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

Benefits

Remote work, flexible hours