Head of Collections

1 day ago

India Hybrid Tala Full time
About Tala
At Tala, we're applying advanced technology and human creativity to solve what legacy institutions can't or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today's financial infrastructure doesn't work for most of the world's population.

Our pioneering work and proven impact have earned us consistent recognition, including being named to:
CNBC's Disruptor 50 for five years. CNBC's World's Top Fintech Companies for two consecutive years. Forbes' Fintech 50 list for nine consecutive years.
Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success.
Given the global nature of our team, we operate on a remote-first approach with office hubs 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. If you are energized by the impact you can make at Tala, we'd love to hear from you
We are a high-growth fintech company on a mission to expand financial access through responsible lending. As we launch our product offering, we are building out the backbone of our collections and servicing operations — and we're looking for a hands-on operations leader to architect and execute that vision from the ground up. What You'll Do
  • Build and lead the collections and servicing organization from zero — including agent hiring, training, QA, and performance management.
  • Define and implement strategies across the full collections lifecycle (early, mid, and late-stage delinquency).
  • Establish and manage an in-house team and/or BPO/vendor relationships to support scalable growth.
  • Design and optimize customer service operations to get customers the correct answer in the fastest possible way. Create process for manual review of KYCs (know your customer) function
  • Own key operational KPIs: RPC rates, PTP rates, Kept rates, $ recovered targets across DPD buckets for collections and first reply time, full resolution time, CSAT for servicing.
  • Train agent resources to execute servicing & collections processes based on our quality standards. Continually identify opportunities for improvements and implement action plans. Oversee execution of dialer campaigns daily, ensuring execution per defined strategy as POC to resolve any operational issues that come up on a day-to-day basis
What You'll Need
  • 7+ years of experience in Collections & Servicing in the financial services industry with at least 3 years of management/ supervisory experience
  • Comfortable working in startup environments with ambiguity and hands-on execution.
  • Strong analytical mindset — comfortable with KPIs, dashboards, and operational experimentation.
  • Proven success with training/coaching, QA, business process improvement, and workforce planning experience
  • Familiarity with dialer, telephony and support tools (e.g., Five9, Exotel, Freshdesk, etc.) is a plus.
  • Experience working with external collections vendors or agencies is a strong advantage.
  • Project management skills, ideally Six Sigma training.
  • Experience working with an international team
Our 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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