Site Operations Director at Tala (formerly InVenture)

What You’ll Do

• Drive a culture of customer centricity and operational excellence for Tala KE.
• Manage teams to achieve KPI goals for Recoveries (recovery rate, cure rate) and CX (first reply time, CSAT, KYC TAT) across internal team and external agencies, including QA adherence.
• Manage growth planning, hiring, staffing, scheduling, personnel development, succession planning, compensation and incentives within cost boundaries, collaborating closely with support teams (HR, IT, Finance).
• Align and coordinate day to day operations between each sub-department to generate operational synergies and drive improvements.
• Assess, test, and implement improved processes and new technologies in collaboration with other teams.
• Create an environment of process excellence, with controlled, measurable, sustainable  processes that enable your teams to handle volume and complexity changes, including successfully executing on tests, experiments, and improvement strategies with team of analysts and managers.
• Build KE strategic operations roadmap and prioritization based on local and global initiatives.
• Identify the root cause of issues impacting results, communicate tradeoffs/risks for different solutions, and lead implementation of improvement programs. 
• Foster an environment that encourages employee participation, engagement, teamwork and communication.
• Ensure employees and processes are compliant with all country laws and regulations.
• Define and monitor crisis management plan, including emergency procedures for Recoveries and CX.

What You’ll Need

• Business related degree.
• Project management skills.
• Master’s degree is an added advantage.
• 10+ years of experience in customer experience, debt collection and contact center related work.
• 5+ years management experience, matrix management experience is preferred.
• Experience managing a dynamic network of partners, service providers, companies/agencies.
• Experience in delivering improvements in operational efficiency. 
• Measurable impacts to KPIS in previous work.
• Strong alignment with customer centric approaches and best practices.
• Working experience in financial services is an added advantage