Operations Manager • Mid-Level

Who you are

You have a proven track record in operations management, particularly within call center environments. Your experience includes overseeing teams and ensuring high-quality customer interactions while maintaining compliance across all operational touchpoints. You excel in balancing hands-on operational execution with strategic team management, fostering a culture of excellence and accountability.

You possess strong collaboration skills, enabling you to work effectively with cross-functional teams, including Product, Engineering, Risk, Compliance, and Data. Your ability to communicate clearly and effectively ensures that all stakeholders are aligned and informed, contributing to the overall success of the organization.

You are data-driven and understand the importance of metrics in driving performance. Your analytical mindset allows you to assess operational efficiency and implement improvements that enhance customer satisfaction and repayment performance. You are committed to continuous improvement and are always looking for ways to optimize processes and workflows.

You thrive in a fast-paced environment and are comfortable managing multiple priorities. Your leadership style is inclusive and empowering, encouraging team members to take ownership of their roles and contribute to the team's success. You understand the nuances of managing a diverse team and are adept at navigating challenges that arise in a global context.

Desirable

Experience in the fintech industry or a similar sector is a plus. Familiarity with AI/ML technologies and their application in operational processes can set you apart. You are open to learning and adapting to new technologies that can enhance operational efficiency.

What you'll do

As the Operations Manager at Tala, you will lead the call center operations team, ensuring that all customer interactions are handled with the highest level of quality and compliance. You will be responsible for developing and implementing operational strategies that drive performance and enhance customer satisfaction. Your role will involve monitoring key performance indicators and making data-driven decisions to improve operational efficiency.

You will collaborate closely with Product and Engineering teams to ensure that operational processes align with product offerings and customer needs. Your insights will help shape the development of new features and enhancements that improve the customer experience. You will also work with Risk and Compliance teams to ensure that all operations adhere to regulatory requirements and internal policies.

In addition to managing day-to-day operations, you will focus on team development and performance management. You will conduct regular performance reviews, provide coaching and feedback, and identify opportunities for professional growth within your team. Your leadership will foster a positive and productive work environment where team members feel valued and motivated to excel.

You will also be involved in strategic planning, contributing to the overall direction of the operations function within Tala. Your ability to think critically and strategically will help drive the organization towards its mission of unleashing economic power for the global majority.

What we offer

Tala offers a dynamic work environment where innovation and creativity are encouraged. You will have the opportunity to make a significant impact on the organization and its customers. We provide competitive compensation and benefits, along with opportunities for professional development and growth.

Join us in our mission to transform financial infrastructure and empower individuals across the globe. We believe in the power of diverse teams and encourage you to apply even if your experience doesn't match every requirement. Together, we can create a more inclusive financial future.