Job Opportunities at Tala - 2 Positions

Job description

Tala is seeking an experienced Collections Team Lead with a minimum of 3 years of progressive experience in the Banking/Microfinance/Financial sector.

Responsibilities

• Own Collections KPIs and work with team towards achieving them each day/month/year:
• Monitor early and Late Stage Cure and Liquidation, to ensure team performance meet the expected business targets.
• Keep track of ,RPC, Contact Rate, PTP Conversion Rate, PTP reminders and daily expected collections to ensure achievement of daily target.
• Manage incentive, rewards and overtime tracking.
• Manage daily/weekly/monthly allocation of accounts to agents, daily collection reports and shift planning.
• Monitor collection trends/recommendations to be shared with the collections manager.
• Handles complaints or difficult calls
• Own culture KPI of maintaining low unwanted attrition through recommending and implementing proper reward/recognition programs
• Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
• Tracks the rate of success of the entire process and continues to make adjustments when necessary.
• Trains new employees and holds training reviews for established employees.

Requirements

• Expertise and focus in empathy, trust, and speed of customer service issues.
• Demonstrated leadership qualities of: humility, service, efficiency, management, goal attainment, team motivation, and communication.
• Clear understanding of collections call models.
• Experience creating reports to monitor individual collections performance
• Ability to perform analysis with data to make recommendations for new collections strategies
• Experience training team members on systems and process.
• Demonstrated expertise of team KPIS.
• Strong decision-making and conflict resolution skills.
• Ability to communicate clearly and professionally verbally and in writing.
• Maintains a positive attitude. Can rally team even in times of adversity and challenges.
• At least 3 years managing collections teams for a local consumer lender.
• Strong probing, communication, problem solving and decision makes skills to effectively resolve complex customer and employee issues
• Ability to work efficiently in a high demand, team oriented, and fast-paced environment.

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Job description

Tala is seeking a creative and experienced social media manager to engage and grow our digital communities in Kenya. Reporting to the East Africa Marketing Director and the head of Global PR & Communications, this person will collaborate with other members of the brand marketing, growth, and customer service teams to plan and execute content marketing strategies that delight current customers, attract prospects, and build a strong local brand presence--using data-driven insights to inform creative. The social media manager will be a critical brand touchpoint for both current and prospective customers and should have a keen understanding of how to distribute Tala’s brand story across a variety of social networks.

In This Role You Will

• Develop localized social media strategy for Tala in Kenya, aligning to business objectives and priorities
• Design and publish creative (copy, graphics, photos, etc) across social channels that maximizes loyalty to and engagement with the Tala brand
• Monitor, listen and respond to community members, while escalating any non-brand awareness customer issues to CX Social team
• Monitor analytics and communicate results and recommendations to inform future content and campaigns
• Contribute content/blog posts to the Tala Global channels + blog, regularly investigate opportunities to build content marketing strategy
• Manage relationships with local agencies
• Own the development of localized marketing content, campaigns and collateral drawing on learnings from Tala’s social communities

What We Are Looking For

• Love of social media and deep knowledge of Facebook, Twitter, Instagram and blogging trends
• Minimum 3-4 years experience managing social media channels with 30K+ following
• Highly organized, detail-oriented and proactive -- able to work autonomously and seek feedback
• Demonstrated understanding of Kenya digital and social marketing landscape, customer and prospect segments
• Fluent in English, Kiswahili
• Graphic design skills in Adobe Illustrator/Photoshop
• Consider yourself a ‘creative’
• Copywriting skills
• Strong verbal, written and presentation skills
• Sense of humor appropriate for engaging our audiences!
• Ability to move projects from idea to execution, and recognize an insight and turn it into postable-content
• Ability to balance ad-hoc requests in addition to longer-term projects
• Experience managing agencies and vendors
• Managed budgets for paid social and understanding of how to distribute spend across social content
• Experience in digital community management and engaging customers in forum-like spaces
• Experience making creative decisions based on data and research
• Interest in going out into the field to conduct customer interviews
• Photography experience
• Experience in writing blogs and long-form content
• Experience working in Kenya or for KE brands/audiences