Operations Director

2 Weeks ago • 15 Years +

Job Summary

Job Description

The Mexico Site Director will oversee collections, customer support, and shared services operations in Mexico, utilizing global standards to optimize performance and expand into new Latin American markets. This role manages collections performance, workforce management, service quality, and budget control, ensuring the execution of strategies, hiring, talent development, and vendor networks. Responsibilities include setting strategic direction, managing teams to achieve KPIs, overseeing debt collectors, creating process excellence, identifying issues, and ensuring compliance with regulations. They will also foster employee participation, engagement, and teamwork. This role is critical for scaling operations efficiently.

Must have:

Bachelor's degree in a relevant field.
15+ years of experience in a Collections/BPO environment.
At least 5 years in a senior leadership position.
Excellent leadership and communication skills.
Strong analytical and problem-solving abilities.
Ability to think strategically and make quick decisions.
Risk-conscious and able to identify and mitigate operational risks.
Detail-oriented and organized with a strong work ethic.

Good to have:

Experience supporting operations across several LATAM countries is an added advantage.
Proficiency in project management and process improvement methodologies.
Ability to balance customer advocacy with commercial priorities.

6 skills required

6 skills required for this role

Add these skills to join the top 1% applicants for this job

communication

budget-management

innovation

quality-control

succession-planning

team-management

Job Details

About Tala

Tala 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 mission.

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!

The Mexico Site Director is an integral part of the global collections & servicing organization. They will be responsible to oversee the collections, customer support and shared services operations in Mexico. They will leverage our global standard approaches & frameworks to optimize performance and contribute to refining those by sharing best practices and key learnings. As we look to expand into new Latin American markets this role will be leading the setup of regional operations infrastructure to allow us to scale efficiently.

This role bears the responsibility for collections performance, full-cycle workforce management, service quality, and budget control. They ensure the successful execution of Collections and CX strategies, encompassing tests, initiatives, quality assurance, performance reporting, and technological advancements.

The Site Director assumes direct accountability for hiring, talent development, succession planning, training, scheduling, performance evaluations, and compensation strategy implementation within the MX Operations organization. Moreover, they are responsible for establishing a reliable vendor network to support future operational growth.

What You’ll Do

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.

Skills & Qualifications

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

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.