Head of Collections & Support (Fintech)

Tala

  • India
  • Permanent
  • Full-time
  • 1 month ago
About TalaTala is on a mission to unleash the economic power of the Global Majority - the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC's Disruptor 50 five years in a row, CNBC's World's Top Fintech Company, Forbes' Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our ission.By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we'd love to hear from you!We are a high-growth fintech company on a mission to expand financial access through responsible lending. As we launch our product offering, we are building out the backbone of our collections and servicing operations - and we're looking for a hands-on operations leader to architect and execute that vision from the ground up.What You'll Do
  • 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
What You'll Need
  • 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
  • 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
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Tala