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!Shared Services Process Analyst, contributes with operations to build a best in class Customer Experience by daily monitoring and analyzing Relational & Transactional KPIs, sharing inputs, best practices, evolving and enhancing the procedures and standards to provide a top Customer Experience across all the key moments and of truth of their journey working with internal team members.What You'll do? To be a key partner with operations by working closely with the team.Deeply understanding of internal procedures, policies and standards to have assertive communications.Consultative conversations with internal customers to be aligned with the operational input of the day to day life in operations.Take decisions based on data to ensure the enhancement or development of procedures is conducted the most accurate way possible.Enhance procedures to conduct the interaction to be based on stellar customer service.Develop procedures to conduct the interaction to be based on stellar customer service.Be a role model in terms of the importance of being open to finding better ways to obtain better results but also of the importance of compliance with procedures and policies.Understand the core KPIs of the operational business units, Customer Care and Recoveries.What You'll NeedProven experience in cross functional collaboration with operational areas of at least 1 year or equivalent experience in operations.Data driven decision making oriented.Proven experience in project management.Experience in participating in internal/external audits (basic or certification).Exceptional verbal and written presentation skills, especially with non-technical audiences.Exceptional, proven ability to translate data into actionable recommendations.Fluent in English and SpanishPreferred Qualifications:Knowledge of the financial services industry (KYC, Customer Service, Collections, financial compliance, etc.)Project management skills, ideally Six Sigma training.Experience working with an international teams.Comfortable with ambiguityOur 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.
