Site Operations Director

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!

About The Role

The Site Operations Director oversees teams handling Collections, Customer Experience, and Shared Services operations. They bear the responsibility for performance, full-cycle workforce management, service quality, and budget control.

This role ensures the successful execution of Collections and CX strategies, encompassing tests, initiatives, quality assurance, performance reporting, and technological advancements.

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

What You'll Do

•  Strategic planning and communication on the company’s vision
•  Collaborate with peers and global staff
•  Manage teams to achieve KPIs, including implementing effective hiring, development, target setting and incentives programs.
•  Ensure first party collectors and external debt collectors perform as expected.
•  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.

What You'll Bring

• Bachelor’s degree in a relevant field such as business administration, finance, or operations management
• 15+ years of working experience in a Customer Success/BPO environment, with at least 5 years in a senior leadership position
• Experience in financial services and/or a multinational company 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.