Tala is hiring a
Customer Care Operations Manager in Mexico

Summary

Tala is a global technology company expanding its financial services offerings across products, countries, and crypto. The Global Customer Care Operations Manager will oversee the effectiveness and efficiency of customer care and KYC platforms, manage expenses, identify opportunities for improvement using data and technology, and lead initiatives to improve policies, procedures, and performance metrics.

Requirements

• 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
• Ability to work independently and remain focused and on track

Responsibilities

• Own global Customer Care & KYC platforms
• Design & execute optimal user & agent experience interfaces
• Manage KYC & Tickets platform related expenses
• Review existing platforms for viability of contract renewals
• Leverage technology and data to identify opportunities to improve collections and customer experience
• Manage & ensure relevance & effectiveness of the Global CX Performance dashboards
• Support Global Ops Analytics in staffing & service level benchmarking work streams
• Drive development and training initiatives
• Ensure effectiveness of the Global Learning & Development initiatives
• Improve policies and procedures
• Drive global standards for controls and process improvements
• Evaluate & execute process & strategy improvements
• Manage Customer Care & KYC projects of Global CX