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Tala · 1 day ago

Analytics Director, Recoveries & Customer Support

United States

Full-time

Remote

Senior Level, Lead/Staff

$170K/yr - $220K/yr

10+ years exp

Tala is a global financial infrastructure company on a mission to unleash the economic power of the global majority. The Analytics Director, Recoveries & Customer Support will lead a global team to provide data-driven insights that ensure recovery rate and resolution time targets are met, while also driving operational excellence through analytical leadership and strategic initiatives.

FinanceFinancial ServicesFinTechMobileMobile PaymentsPayments

Responsibilities

Establish and own the global analytics for customer care and recoveries - single source of truth for performance metrics, standardized definitions and automated reporting across all markets

Design and maintain KPI dashboards that drive daily operational decisions: recovery rates by cohort/ campaign / channel, agent productivity metrics, customer resolution times

Provide analytical leadership to our customer care & recovery teams in each market to ensure day-to-day operational decisions are based on best available insights

Act as an analytical partner to the Product Manager that leads the cross-functional recoveries & servicing squad

On a weekly basis review progress towards core KPIs (recovery rate by campaign, channel, agent) and establish playbook for identifying shortfalls and executing corrective actions

Continually refine agent performance management evaluation to help improve overall recovery rates - moving of agents between campaigns, incentives for high performers, performance improvement plans for low performers

Build business cases for new initiatives, particularly those leveraging technology and AI to increase efficiency and effectiveness

Offer analytical frameworks to approach and resolve emerging challenges within the recoveries organization

Ensure all tests have a clear and trustworthy methodology for measuring impact

Diagnose and prioritize root causes of contact volumes, resolution delays and customer friction across product and operational dimensions

Create early warning systems for emerging issues through complaint analysis, sentiment tracking, and anomaly detection

Create standardized reporting on customer care KPIs

Partner with Global customer care leads to identify new initiatives to improve the customer experience based on the data insights from standardized reporting

Develop and manage a clear project plan for all initiatives, ensuring alignment with broader company goals

Work closely with initiative owners to refine strategies, develop test plans, and analyze results

Continuously identify and champion new initiatives to address emerging opportunities

Highlight and address needs for additional resources or cross-functional support to accelerate progress

Own execution through the 'last mile' - ensuring pilots convert to scaled programs where teams in market fully adopt new processes and sustained performance gains are delivered post-launch

Qualification

Leadership in analyticsData analysis proficiencyProject managementStakeholder managementChange managementData visualization toolsAnalytical problem-solvingStrategic mindset

Required

10- 15 years of proven experience in a leadership role within collections, customer care, or operations analytics, preferably in the fintech or financial services industry

Strong analytical and problem-solving skills, with a demonstrated ability to translate data into actionable insights

Experience in developing and managing project plans, with a track record of driving initiatives to successful completion

Excellent communication and stakeholder management skills, with the ability to influence and align cross-functional teams

Effective change management skills - able to get teams to adopt new ways of working, getting proactive buy-in and overcome hesitations

Proficiency in data analysis and visualization tools (e.g., SQL, Tableau, Looker)

A strategic mindset with the ability to identify and prioritize opportunities with the highest impact