Director, Customer Care & Recoveries Strategy & Analytics at Tala
Tala · United States Of America · Remote
About Tala
At Tala, we’re applying advanced technology and human creativity to solve what legacy institutions can’t or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today’s financial infrastructure doesn’t work for most of the world’s population.
We’re the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customer's needs. Through our flagship credit app, we’ve disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day-to-day needs, and pursue their financial goals.
Our pioneering work and proven impact have earned us consistent recognition, including being named to:
CNBC’s Disruptor 50 for five years.
CNBC’s World's Top Fintech Companies for two consecutive years.
Forbes’ Fintech 50 list for nine consecutive years.
Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.
Given the global nature of our team, we operate on a remote-first approach with office hubs 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 Role
The Director of Customer Care & Recoveries (CCR) Strategy & Analytics leads the global function that provides proactive data-driven insights to our in-market CCR teams to ensure we meet or exceed our recovery rate and resolution time targets every single month. This role leads a team of analysts that globally manage dashboards that track our KPIs both in aggregate and at the campaign / advocate level. They own the planning of our agent workforce, performance tracking and identify corrective actions based on that data. They also drive the global incentive program to improve outcomes for our best performance. They are decision support for our site directors - providing analytical acumen to deliver operational excellence and continually improve KPIs.
What You'll Do
- Analytics & Insights:
- 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
- Act as an analytical partner to the Product Manager that leads the cross-functional recoveries & servicing squad
- Recoveries Insights & Decision Support:
- 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.
- Offer analytical frameworks to approach and resolve emerging challenges within the recoveries organization.
- Ensure all tests have a clear and trustworthy methodology for measuring impact.
- Customer Care Insights & Decision Support:
- 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.
- Strategic Initiatives Leadership:
- For specific improvement initiatives that best align with your / your teams area of expertise:
- 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.
- Continuously identify and champion new initiatives to address emerging opportunities.
- Highlight and address needs for additional resources or cross-functional support to accelerate progress.
- Own execution through the “last mile” - ensuring pilots convert to scaled programs where teams in market fully adopt new processes and sustained performance gains are delivered post-launch
What You'll Need
- 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.
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.
Apply Now
