About TalaTala is a global technology company building the world's most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions – and our plan is to serve millions more, and have been named by theFortuneImpact 20 list,CNBC's Disruptor 50, andForbes'Fintech 50 list for five years running. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about the mission.By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, more than 7 million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India. Most Talazens join us because they connect with our mission of enabling financial agency for underbanked people around the world. If you are energized by the impact you can make at Tala, we'd love to hear from you!Build Tala's Global CX Operations analytics infrastructure focused on building the functional infrastructure that will create, house and evolve operational performance metrics analytics & insights across global & in market teams. Collect, consolidate, standardize & analyze operations data to enable in market operations make effective & data driven decisions & strategies. Partner with Global and Market leaders on key operation & customer insights that will help stakeholders make the right decisions for our customers, product and teams. Partner with Data Analytics & Credit teams to build a reporting infrastructure that supports the needs of the global and in market CX Operation teams. Ensure reporting integrity and alignment across all Tala stakeholders.What you'll do:Create and provide access to operational key performance indicators and metrics' source of truth for stakeholders reference.Standardize Collections, Customer Care & Shared Services metrics & performance scorecards. Create global consistent, accurate, relevant, real-time dashboards for key Collections, CustomerCare & Shared Services metrics vs targets /baselines.Support operation business reviews by providing market data requirements.Identify noteworthy performance trends in customer service, collections & shared service performances, research root causes and propose solutions to optimize team performance.Lead deep dives based on analysis of performance drivers and opportunities to improve ie drive ops cost efficiencies & ultimately customer delight.Follow thru & close the loop on actionable insights.Regularly review & optimize Recovery incentives & Global bonus programs.Actively participate in strategy tests & analysis related to operations led by other guilds as needed.Who you are:A collaborative self-starter. You're excited to pursue new initiatives and love to partner with geographical and cross-functional leads to move the business forward. You have the ability to translate insights into action. You not only build models, but you're able to distill key learnings and use those insights to drive strategic planning and initiatives.A highly innovative problem-solver. You approach a problem from different perspectives and use your holistic understanding of the business to see new opportunities/risks. Strong communicator and an advocate for your business partners.Comfortable with ambiguity.Thrives in a fast-paced environment, understanding that week-to-week priorities may shift as new business opportunities emerge.Passionate about social enterprise and find meaning in working to make the world a better place.What you'll need7+ years of relevant experience in operations analytics.Strong proficiency in Excel & Sheets plus experience with data analytics languages (e.g. SQL, Python) are required and/or data visualization tools (e.g. Looker, Amplitude, Tableau) strongly preferred.Ability to pull, process, and interpret vast amounts of data in a self-sufficient manner.Ability to use a combination of data, assumptions, and intuition to formulate recommendations.Strong communication skills with the ability to influence in a global, cross-functional environmentOur vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
