Shared Services Manager
Tala (Formerly InVenture)
- Makati, PhilippinesMakati, Metro Manila, Philippines, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Job Description
Tala is seeking an experienced leader to continue building out and leading our growing Shared Services, Operations Development team. Tala is a world leader in providing direct loans and financial services in emerging markets. We are a global team with diverse backgrounds who are singularly focused on using technology, data, and a customer-centric approach to meet the financial needs of the 2+ billion people of the emerging global middle class.
As Manager of Shared Services, a key responsibility will be providing consistent support and resources to our Customer Experience and Recovery teams as they progress in their mission to delight our customers at scale. In this role, you will be responsible for various experience support functions that include Quality Assurance, Training, Operations Analytics, and Workforce Management. Your team will act as the first line of defense in controlling risk exposure for the teams. Additionally, you will have direct responsibility of the various systems utilized by the CX and Recovery teams as well as the relationship between external agencies that Tala reports to and complies with. Finally, through the reporting produced by your team, staffing models, improvement projects, and on-going training will be prioritized and executed on within the CX and Recovery teams.
We are seeking individuals who are inspired by our mission, embody our company values, and have a passion and commitment to delivering an outstanding customer experience. Great candidates will have extensive experience leading operational teams, with strong analytical, organizational development/design, and hands-on operational management skills. In addition to your customer service background, you have a strong understanding of the financial services space, preferably in emerging markets. You can and will roll up your sleeves to solve problems: you have a deep sense of accountability for (and demonstrated experience delivering) results as well as the success and growth of your teams. You have experience goal-setting and projecting growth, with a knack for cascading and communicating quantifiable, aggressive targets to your teams. Your teams and colleagues would describe you as an excellent communicator and decision-maker, adept at ensuring a large, varied audience understands issues, context, tradeoffs between different solutions, and reasons for decisions.
Responsibilities:
- Lead a cross-functional, high performing team responsible for supporting the Customer Experience and Recovery teams meet their KPIs and goals using a data-first approach.
- Own and manage team staffing models through historical data and forecasting and meet regularly with CX and Recovery leaders to ensure optimal staffing coverage is met.
- Regularly partner with leadership across all functional customer-facing departments on key initiatives and pilots to drive efficiency and effectiveness as we scale.
- Identify root cause of issues impacting results of CX and Recovery teams, communicate tradeoffs/risk for different solutions, and assist with the implementation of improvement programs.
- Act as a first line of defense in controlling risk exposure and deliver audit and due diligence support for internal support and partners.
- Drive value for Tala by enhancing the customer experience through continued CX and Recovery support, managing complexity, assessing risk, managing change, and balancing strategy and execution with the desired level of business performance.
- Manage production and employee development, while having a focus on optimization and increasing efficiency to support the company’s growth.
- Maintain high employee engagement and enhance team effectiveness, while ensuring performance management and employee development practices are implemented and followed.
- Foster an environment that encourages employee participation, teamwork and communication.
Minimum Qualifications
- Minimum 5 years of experience in financial operations management or relevant job related experience
- Experience developing staffing and budget projections and associate compensation and incentive programs
- Experience communicating with varied audiences: junior staff through executive
- Deep experience assessing and utilizing operational and customer data to identify performance gaps, drive improvement, highlight opportunities for future growth, and make management decisions
- Advanced Excel, SQL, Looker or other business analytics tools; experience in data modeling or database configuration
- Shown ability to work independently and lead day-to-day projects, and also being a strong teammate while working with cross-functional partners
- Comfort with ambiguity, a rapidly changing environment, and communicating assumptions & risks of decisions
- Ability to present and influence leadership and be able to communicate complex ideas effectively
Perks and Benefits
- Work from Home
- Special Leave Benefits for Women
- Single Parent Leave
- Paid Vacation Leave
- Medical / Health Insurance
- Paid Sick Leave
- Stock Options
- Paid Bereavement/Family Leave
- Free Lunch or Snacks
- Paid Holidays
- Flexitime
- Transportation Allowances
- Maternity & Paternity Leave
- Medical, Prescription, Dental, or Vision Plans
Required Skills
- Data Visualization
- CRM Software
- JIRA
- MySQL
- Microsoft / MS Excel
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Makati, Metro Manila, Philippines