Director, Customer Care – Recoveries Strategy & Analytics

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November 24

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Tala

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Fintech • Artificial Intelligence • B2C

Tala is a fintech company that aims to break down financial barriers for individuals across Kenya, Mexico, the Philippines, and India through its innovative money app. The company provides a suite of financial services, including credit, payments, savings, and transfers, to empower their customers. Leveraging advanced artificial intelligence and machine learning technologies, Tala offers personalized financial experiences and creates digital financial identities for users who have been underserved by traditional finance institutions. With a focus on real-time money management, Tala's app simplifies access to instant credit and other financial services for millions, enhancing users' economic power and quality of life.

501 - 1000 employees

Founded 2011

💳 Fintech

🤖 Artificial Intelligence

👥 B2C

📋 Description

• Establish and own the global analytics for customer care and recoveries - single source of truth for performance metrics, standardized definitions and automated reporting across all markets • Design and maintain KPI dashboards that drive daily operational decisions: recovery rates by cohort/ campaign / channel, agent productivity metrics, customer resolution times. • Provide analytical leadership to our customer care & recovery teams in each market to ensure day-to-day operational decisions are based on best available insights • On a weekly basis review progress towards core KPIs (recovery rate by campaign, channel, agent) and establish playbook for identifying shortfalls and executing corrective actions • Continually refine agent performance management evaluation to help improve overall recovery rates - moving of agents between campaigns, incentives for high performers, performance improvement plans for low performers • Build business cases for new initiatives, particularly those leveraging technology and AI to increase efficiency and effectiveness. • Diagnose and prioritize root causes of contact volumes, resolution delays and customer friction across product and operational dimensions • Create early warning systems for emerging issues through complaint analysis, sentiment tracking, and anomaly detection. • Create standardized reporting on customer care KPIs. • Partner with Global customer care leads to identify new initiatives to improve the customer experience based on the data insights from standardized reporting. • Develop and manage a clear project plan for all initiatives, ensuring alignment with broader company goals. • Work closely with initiative owners to refine strategies, develop test plans, and analyze results.

🎯 Requirements

• Proven experience in a leadership role within collections, customer care, or operations analytics, preferably in the fintech or financial services industry; consulting background highly desirable • Strong analytical and problem-solving skills, with a demonstrated ability to translate data into actionable insights. • Experience in developing and managing project plans, with a track record of driving initiatives to successful completion. • Excellent communication and stakeholder management skills, with the ability to influence and align cross-functional teams. • Effective change management skills - able to get teams to adopt new ways of working, getting proactive buy-in and overcome hesitations. • Proficiency in data analysis and visualization tools (e.g., SQL, Tableau, Looker). • A strategic mindset with the ability to identify and prioritize opportunities with the highest impact.

🏖️ Benefits

• Professional development opportunities • Work from anywhere in the world