[Remote] Director, Customer Care & Recoveries Strategy & Analytics at Tala

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Analytical leadership experience in customer care and recoveries operations
Expertise in establishing global analytics, standardized metrics, and automated reporting
Proficiency in designing and maintaining KPI dashboards for operational decisions (e.g., recovery rates, agent productivity, resolution times)
Ability to provide data-driven insights and decision support to market teams and site directors
Skills in performance management, including agent evaluation, incentives, and corrective actions
Experience building business cases for technology and AI-driven initiatives
Capability to develop analytical frameworks for resolving operational challenges

Responsibilities

Lead the global Customer Care & Recoveries (CCR) Strategy & Analytics function, providing proactive data-driven insights to in-market teams to meet recovery rate and resolution time targets
Manage a team of analysts handling global dashboards for KPIs at aggregate, campaign, and advocate levels
Own agent workforce planning, performance tracking, and identification of corrective actions
Drive the global incentive program to improve performance outcomes
Establish and own global analytics as the single source of truth for performance metrics, standardized definitions, and automated reporting across markets
Design and maintain KPI dashboards tracking recovery rates by cohort/campaign/channel, agent productivity, and customer resolution times
Provide analytical leadership to customer care & recovery teams for data-based operational decisions
Act as analytical partner to the Product Manager for recoveries & servicing squad
Weekly review progress on core KPIs (recovery rate by campaign/channel/agent) and establish playbooks for corrective actions
Refine agent performance management (e.g., reassigning agents, incentives, performance plans)
Build business cases for new initiatives, especially those using technology and AI
Offer analytical frameworks to resolve emerging challenges in the recoveries organization
Ensure all tests have a clear structure (incomplete in description)

Skills

Key technologies and capabilities for this role

Data AnalyticsStrategyAI/MLCustomer CareRecoveriesLeadershipSQLPythonBusiness Intelligence

Questions & Answers

Common questions about this position

Is this a remote position?

Tala operates on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.

What is the salary for this role?

This information is not specified in the job description.

What skills are required for the Director of Customer Care & Recoveries Strategy & Analytics role?

The role requires strong analytical acumen, expertise in data-driven insights and analytics, experience designing and maintaining KPI dashboards, and leadership skills to manage a global team of analysts.

What is the company culture like at Tala?

Tala has a mission-driven culture focused on unleashing the economic power of the global majority using advanced technology and AI/ML, with a global remote-first team where most employees join because they connect with the mission.

What makes a strong candidate for this position?

A strong candidate will have experience leading global analytics teams, providing data-driven decision support to operational leaders, and driving KPI improvements through dashboards, incentives, and workforce planning.

Tala

Digital wallet and lending platform for underserved

About Tala

Tala operates as a digital wallet and lending platform that focuses on providing financial services to individuals who are often overlooked by traditional banks. The platform uses artificial intelligence and machine learning to create a personalized financial experience for its users. Customers can access instant credit, transfer money easily, and pay bills all through a single app. Tala's unique data tools allow it to serve a diverse range of customers, including those without access to conventional banking. The company generates revenue through interest and fees on the credit it offers, as well as transaction fees for money transfers and bill payments. Operating in multiple countries across three continents, Tala adapts its services to different markets while aiming to enhance the financial well-being of its users by providing tailored credit lines and financial advice.

Santa Monica, CaliforniaHeadquarters

2011Year Founded

$341.1MTotal Funding

DEBTCompany Stage

Fintech, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Remote Work Options

Flexible Work Hours

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Risks

Increased competition from Stripe in crypto payments could challenge Tala's market position.

Keytom's launch may attract Tala's crypto-interested customer base, reducing market share.

Apple's NFC chip decision could lead to more competition in the digital wallet space.

Differentiation

Tala uses AI to offer personalized financial experiences to underserved individuals.

The company provides instant credit and expansive bill payment options via a single app.

Tala's proprietary data tools enable services for those without traditional banking access.

Upsides

Integration of stablecoin payments could enhance Tala's transaction speed and cost-effectiveness.

Apple's NFC chip opening may allow Tala to offer more seamless payment options.

Equifax's AI advancements highlight potential for Tala to improve its credit scoring systems.

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