Site Operations Director

Summary

Join Tala, a company on a mission to empower the financially underserved, as their Mexico Site Director. This integral role oversees collections, customer support, and shared services operations in Mexico, leveraging global standards while contributing to their refinement. You will lead the setup of regional operations infrastructure for expansion into new Latin American markets. Responsibilities include collections performance, workforce management, service quality, budget control, and ensuring successful execution of strategies. The Site Director is accountable for hiring, talent development, and establishing a reliable vendor network. This position requires strong leadership, analytical, and problem-solving skills, along with experience in collections and BPO environments.

Requirements

• Bachelor’s degree in a relevant field such as business administration, finance, or operations management
• 15+ years of working experience in a Collections/BPO environment, with at least 5 years in a senior leadership position
• Excellent leadership, communication, and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to think strategically and make quick decisions
• Risk-conscious and able to identify, mitigate, and monitor operational risks
• Detail-oriented and organized with a strong work ethic
• Ability to balance customer advocacy with commercial priorities
• Proficiency in project management and process improvement methodologies

Responsibilities

• Set strategic direction for collections & servicing function for Mexico
• Identify initiatives & levers that can meaningfully accelerate our performance in both functions to deliver higher $ collected and faster, more relevant answer for customers in support
• Manage teams to achieve KPIs, including implementing effective hiring, development, target setting and incentives programs
• Oversight of in house, first party & external debt collectors
• Create an environment of process excellence and continuous improvement
• Identify root causes of issues and lead improvement programs
• Execute tests, experiments, and improvement strategies
• Foster employee participation, engagement, and teamwork
• Ensure teams have the right skills and tools
• Manage risks and ensure compliance with guidelines, procedures, and policies
• Ensure compliance with country laws and regulations

Preferred Qualifications

Experience in supporting operations across several LATAM countries is an added advantage