Head of Operations

India

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Candidates should have over 7 years of experience in Collections & Servicing within the financial services industry, with at least 3 years in a management or supervisory role. Experience in startup environments with ambiguity and hands-on execution is necessary, along with a strong analytical mindset comfortable with KPIs, dashboards, and operational experimentation. Proven success in training/coaching, QA, business process improvement, and workforce planning is required. Familiarity with dialer, telephony, and support tools, experience with external collections vendors, and project management skills, ideally with Six Sigma training, are advantageous. Experience working with an international team is also required.

Responsibilities

The Head of Operations will build and lead the collections and servicing organization, including agent hiring, training, QA, and performance management. They will define and implement strategies across the full collections lifecycle, establish and manage in-house teams and/or BPO/vendor relationships, and design/optimize customer service operations. Responsibilities include creating processes for manual KYC review, owning key operational KPIs such as RPC rates, PTP rates, Kept rates, and CSAT, and training agents on servicing and collections processes. The role also involves identifying and implementing continuous improvement opportunities and overseeing daily execution of dialer campaigns, resolving operational issues as they arise.

Skills

Collections Strategy

Servicing Operations

Agent Hiring

Training

Quality Assurance

Performance Management

Delinquency Management

Fintech

Operations Leadership

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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