Head of Operations

Summary

Join Tala, a high-growth fintech company, and build the backbone of its collections and servicing operations. As a hands-on operations leader, you will build and lead the collections and servicing organization from the ground up, including agent hiring, training, and performance management. You will define and implement strategies across the full collections lifecycle and establish and manage an in-house team or BPO/vendor relationships. You will design and optimize customer service operations, own key operational KPIs, and train agent resources. Tala offers a remote-first approach with offices globally and is committed to fostering a diverse and inclusive workplace.

Requirements

• 7+ years of experience in Collections & Servicing in the financial services industry with at least 3 years of management/ supervisory experience
• Comfortable working in startup environments with ambiguity and hands-on execution
• Strong analytical mindset — comfortable with KPIs, dashboards, and operational experimentation
• Proven success with training/coaching, QA, business process improvement, and workforce planning experience

Responsibilities

• Build and lead the collections and servicing organization from zero — including agent hiring, training, QA, and performance management
• Define and implement strategies across the full collections lifecycle (early, mid, and late-stage delinquency)
• Establish and manage an in-house team and/or BPO/vendor relationships to support scalable growth
• Design and optimize customer service operations to get customers the correct answer in the fastest possible way
• Create process for manual review of KYCs (know your customer) function
• Own key operational KPIs : RPC rates, PTP rates, Kept rates, $ recovered targets across DPD buckets for collections and first reply time, full resolution time, CSAT for servicing
• Train agent resources to execute servicing & collections processes based on our quality standards
• Continually identify opportunities for improvements and implement action plans
• Oversee execution of dialer campaigns daily, ensuring execution per defined strategy as POC to resolve any operational issues that come up on a day-to-day basis

Preferred Qualifications

• Familiarity with dialer, telephony and support tools (e.g., Five9, Exotel, Freshdesk, etc.) is a plus
• Experience working with external collections vendors or agencies is a strong advantage
• Project management skills, ideally Six Sigma training
• Experience working with an international team