Operations Director
Tala
Americas, Mexico, Mexico City
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Salary
Rank
Director
Responsibility
Site Lead
Scope
Regional
Workplace
100% in office
Functions
Customer Service
Finance
IT
Legal
Reports to
Level
N-1
Travel Max:
0%
Posting Date
05-17-2025
Description
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.
Key Responsibilities
- 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.
Qualification & Requirements
- 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.
Benefits
- Insurance Benefits
- Retirement Benefits
- Vacation Policy
- Other Perks and Benefits…
Company Profile
Tala
Industry
Financial Services
Revenue
$143M
Employees
769
Fortune 500 Rank
NA
Global 500 Rank
NA
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