Head Of Global Operations

Summary

Join Tala, a leading fintech company, as the Head of Global Operations and oversee collections and customer support functions across all markets. You will manage the global center of excellence and on-the-ground teams in Mexico, the Philippines, and Kenya. Define the overall strategy for collections and customer support, ensuring a delightful customer experience at scale. Represent these functions to the leadership team, connecting product, features, tools, and customer experiences. This role requires strategic leadership, functional ownership, execution oversight, and team management and development. Tala offers a remote-first approach with offices globally.

Requirements

• 10+ years of experience in outbound contact centers; plus ideally, at least 3-5 years of experience in customer support
• Strong analytical skills and a problem-solving mindset
• Ability to think strategically to identify biggest points of leverage
• Customer-centric mindset that is based on strong empathy for our users
• People leader that is effective at managing large distributed teams across multiple geographies
• Strong at defining frameworks to deliver consistent results across geographies
• Dynamic team player with strong organizational and time-management skills
• Naturally curious with a tendency to think non-traditionally
• Ability to work in fast fast-paced, dynamically changing environment and excited to bring an energetic, fun and creative approach to your work
• Comfortable traveling to and working in emerging markets

Responsibilities

• Define strategic roadmap for collections & customer support with key initiatives prioritized based on expected impact on key KPIs for the function
• Collaborate with cross-functional teams (product, engineering, marketing, credit) to gather required support to successfully complete initiatives holistically
• Create consistent set of metrics that are used to track performance
• For collections: Simplify existing multitude of metrics to more easily be able to assess overall performance
• For customer support: Define new north star metric that goes beyond a transactional NPS view
• Establish customer feedback loop to inform future product improvements required to resolve persistent customer pain points
• Identify new technologies and techniques that can step change our collections & customer support functions going forward
• Identify clear goals for each country and their specific team to work with managers on maximizing productivity and quality of experience for customers while working towards reducing costs
• Contribute strategic direction at leadership team sessions to further business objectives, minimize company risk and ensure company goals are met
• Provide guidance on telephony and dialer setup to maximize the impact of outbound calls; establish global framework for assessment of alternatives, ongoing health check processes and benchmarks
• Optimize agent resourcing across in-house / outsourced mix, incentive programs, EDC selection as well as performance management routines
• Improve agent efficiency by ensuring tooling and processes are optimized
• In partnership with product, create new ways for customers to self-cure once they go late and unlock new channels through which customers can reach out to us
• Upgrade our existing support experience to ensure users can either find answers to their questions or receive a response from our support agents in a timely manner
• Drive a holistic learning agenda into better ways to connect with customers when they go late and/or for customers to reach us in an intuitive, fast way to get help and evaluate new technologies (e.g. Gen AI) that can drive meaningful impact
• Establish a routine to review daily / weekly KPI performance to understand how close to targets the team is tracking
• Drive leadership engagement to deliver improvements if performance falls behind goals
• Own tracking of initiative progress of roadmap items to ensure delivering on time and with expected impact; ensure cross-functional team members are included in the process to create a true 360 view of initiatives
• Represent KPI achievement to broader exec team as global functional owner
• Ensure leadership team has proper guidance, coaching, feedback, communication and autonomy to be successful in their areas of ownership
• Handle roadblocks for the team to ensure company and country goals are met
• Over-communicate both within functional teams as well as across key cross-functional stakeholders to create an open and trusting environment
• Foster a culture of collaboration, accountability, and continuous learning within the team
• Identify and mentor high-potential employees, providing opportunities for professional growth and development

Benefits

Remote-first approach