Operations Director

3 Months ago • 15 Years + • Operations

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.

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.

Similar Jobs

Tesla - Plastic Shop Project Engineer Intern

Tesla

Brandenburg, Germany (On-Site)
5 Months ago
CookUnity - B2B Senior Operations Manager

CookUnity

New York, United States (On-Site)
1 Week ago
Roblox - Senior Engineering Manager, Programmability

Roblox

San Mateo, California, United States (On-Site)
1 Month ago
Capgemini - Senior Data Scientist

Capgemini

Gurugram, Haryana, India (On-Site)
2 Months ago
Trek - Service Manager

Trek

Gig Harbor, Washington, United States (On-Site)
4 Weeks ago
Filmhub - Content Operations Technician

Filmhub

United States (Remote)
4 Months ago
Aristocrat - Game Operations Specialist

Aristocrat

Montreal, Quebec, Canada (Hybrid)
3 Weeks ago
limit break - TA Operations Specialist

limit break

Tokyo, Japan (On-Site)
6 Months ago
Aerovect - Autonomous GSE Operator

Aerovect

Atlanta, Georgia, United States (On-Site)
1 Month ago
Nordson Corporation - Assembler I (Molding Operations)

Nordson Corporation

Arab, Alabama, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

bounteous - Associate Creative Director

bounteous

United States (Remote)
2 Months ago
PwC - Risk Assurance Information Technology Trainee

PwC

Makati City, Metro Manila, Philippines (On-Site)
10 Months ago
LLNL - Environment, Safety & Health Deputy Associate Director

LLNL

Livermore, California, United States (Hybrid)
1 Month ago
Qualcomm - Server System Architect

Qualcomm

San Diego, California, United States (On-Site)
2 Months ago
Aptive - Finance Commercial Controller

Aptive

Turin, Piedmont, Italy (On-Site)
1 Year ago
Threat connect - .NET Software Engineer (maternity backfill)

Threat connect

Cluj-Napoca, Cluj County, Romania (Remote)
2 Months ago
Saronic Technologies - ASV Operator

Saronic Technologies

Austin, Texas, United States (On-Site)
1 Week ago
Uniswap Labs - Senior Product Designer

Uniswap Labs

New York, United States (Hybrid)
2 Months ago
Minecast - Senior Software Development Engineer in Test

Minecast

Mississauga, Ontario, Canada (Hybrid)
1 Year ago
Zeeco, Inc. - Senior Accounting Analyst

Zeeco, Inc.

State Of São Paulo, Brazil (On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Mexico City, Mexico

Infosys - .NET Full Stack Developer

Infosys

Guadalajara, Jalisco, Mexico (On-Site)
2 Months ago
Nagarro - Senior Staff Engineer, QA Automation

Nagarro

Mexico (Remote)
9 Months ago
WebTech Corporation - CNC Technician

WebTech Corporation

Ciudad Apodaca, Nuevo Leon, Mexico (On-Site)
1 Year ago
Mcdonalds - Software Engineer I - Android

Mcdonalds

Mexico City, Mexico (On-Site)
2 Months ago
Mcdonalds - Software Engineer II React

Mcdonalds

Mexico City, Mexico (On-Site)
1 Month ago
USE Insider - Customer Success Manager

USE Insider

Mexico City, Mexico (Hybrid)
2 Months ago
Mcdonalds - SDE II C#

Mcdonalds

Mexico City, Mexico City, Mexico (Hybrid)
4 Months ago
HP - IDS Air Coordinator

HP

Tlaquepaque, Jalisco, Mexico (On-Site)
1 Week ago
Nagarro - Principal Engineer, Delivery

Nagarro

Mexico (Remote)
9 Months ago
nissan - Account Manager Insurance

nissan

Aguascalientes, Aguascalientes, Mexico (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Operations Jobs

DNEG - Technology Operations Manager

DNEG

London, England, United Kingdom (On-Site)
2 Months ago
beghou consulting - Consultant - Commercial Operations & Analytics

beghou consulting

Emeryville, California, United States (Hybrid)
2 Months ago
Maersk - One Transport - Operations Control Tower

Maersk

Laem Chabang, Chon Buri, Thailand (On-Site)
1 Week ago
UPF Industries  - Forklift Operator I

UPF Industries

Thomaston, Georgia, United States (On-Site)
1 Year ago
Shield AI - Deployed Operations Manager

Shield AI

Dallas, Texas, United States (On-Site)
1 Week ago
Axon - Commercial Operations Analyst - Quoting

Axon

San Francisco, California, United States (On-Site)
2 Months ago
beghou consulting - Sr. Consultant, Commercial Operations & Analytics

beghou consulting

New York, New York, United States (Hybrid)
2 Months ago
Hawkeye Innovations - Match Operations Assistant

Hawkeye Innovations

Hamburg, Hamburg, Germany (On-Site)
1 Month ago
Tesla - Associate Operations Manager, Electrode, Battery Cell

Tesla

Brandenburg, Germany (On-Site)
5 Months ago
HoYoverse - Operations Specialist (Procurement)

HoYoverse

Santa Monica, California, United States (On-Site)
1 Year ago

Get notifed when new similar jobs are uploaded