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Customer Experience Advocate – KE

What you’ll do:

  • Efficiently and promptly resolve customer complaints and questions.
  • Build a good standing relationship with our customers.
  • Follow communication procedures, guidelines, and policies.
  • Provide accurate and complete information by using our communication methods.
  • Work with the Customer Experience Leads to ensure proper service to customers is being delivered.
  • Provide feedback and ideas on the efficiency of the customer service processes.
  • Reliably fulfill duties during scheduled shifts, including nights and weekends.
  • Escalate any customer complaints to the Team Lead and ensure solutions have been sorted on the same on time.

What You’ll need:

  • Minimum 1 year Customer Service Experience
  • Experience with ZenDesk is a plus
  • Ability to communicate clearly and professionally verbally and in writing.
  • Willingness to work a flexible schedule.
  • Ability to handle customer complaints.
  • Good work ethic and team player.
  • Fast at typing and working in modern web technology.
  • Fast at learning new systems and processes.
  • Ability to manage and work under pressure.
  • Ability to handle calls.
  • Customer service passion, skills and experience
  • Financial product knowledge
  • Focus on quality and conflict resolution
  • Ability to problem solve and communicate clearly
  • Multi-tasking
  • Quality typing skills (above 45 wpm)

Site Operations Director

What You’ll Do

  • Drive a culture of customer centricity and operational excellence for Tala KE.
  • Manage teams to achieve KPI goals for Recoveries (recovery rate, cure rate) and CX (first reply time, CSAT, KYC TAT) across internal team and external agencies, including QA adherence.
  • Manage growth planning, hiring, staffing, scheduling, personnel development, succession planning, compensation and incentives within cost boundaries, collaborating closely with support teams (HR, IT, Finance).
  • Align and coordinate day to day operations between each sub-department to generate operational synergies and drive improvements.
  • Assess, test, and implement improved processes and new technologies in collaboration with other teams.
  • Create an environment of process excellence, with controlled, measurable, sustainable  processes that enable your teams to handle volume and complexity changes, including successfully executing on tests, experiments, and improvement strategies with team of analysts and managers.
  • Build KE strategic operations roadmap and prioritization based on local and global initiatives.
  • Identify the root cause of issues impacting results, communicate tradeoffs/risks for different solutions, and lead implementation of improvement programs. 
  • Foster an environment that encourages employee participation, engagement, teamwork and communication.
  • Ensure employees and processes are compliant with all country laws and regulations.
  • Define and monitor crisis management plan, including emergency procedures for Recoveries and CX.

What You’ll Need

  • Business related degree.
  • Project management skills.
  • Master’s degree is an added advantage.
  • 10+ years of experience in customer experience, debt collection and contact center related work.
  • 5+ years management experience, matrix management experience is preferred.
  • Experience managing a dynamic network of partners, service providers, companies/agencies.
  • Experience in delivering improvements in operational efficiency. 
  • Measurable impacts to KPIS in previous work.
  • Strong alignment with customer centric approaches and best practices.
  • Working experience in financial services is an added advantage

Senior Analyst, Global Reconciliation

What you’ll do:

  • Collaborate with Data, Product  and Engineering to build a sustainable reconciliation program, with a goal to produce reliable exception reports that can be used to enable timely adjustments.
  • Coordinate and provide support for market team partners to investigate and resolve exceptions determined.
  • Prepare, produce, and validate daily, weekly, and monthly transaction-level reconciliations and reports to ensure real-time detection of data anomalies and other risk event issues reports. 
  • Maintain external data files (Rails transaction statements) and input values into various reports in an efficient manner.
  • Support the Finance team in monthly revenue recognition preparation and diving into inquiries on retro data changes in Accounting reports

Who you are:

  • Loves data – will dig deep to understand the intricacies of a data set
  • Can manage discovery and reporting projects from end to end
  • Have a strong curiosity around what makes a business tick
  • Know how to translate questions into a set of metrics, requirements, and/or reporting

What you’ll need:

  • 3- 4 years of relevant experience Financial analytics, Reconciliations
  • Bachelor’s Degree in Finance, Mathematics, Computer Science, Information Management, Statistics or related fields
  • Strong proficiency in Excel required, Knowledge of and experience with reporting and data visualization packages (Lookr, Tableau, Amplitude), databases (SQL etc), programming (SQL, XML, Javascript, or ETL frameworks)
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Adept at queries, report writing and presenting findings
  • Statistics and experience using statistical packages for analyzing datasets (Excel, SPSS, SAS, R, etc.) a plus but not required
  • Strong communication skills with the ability to influence in a dynamic, cross-functional environment; customer-focused, with strong history of driving results, managing complexity and dealing with ambiguity Basic understanding of core accounting concepts (balance sheet, profit and loss account, impact of cash transactions on accounts receivable)

Director, CXCL Global Operations

Responsibilities:

  • Build center of excellence for the globally distributed CX operations
  • Own global tools (e.g. Zendesk, Five9 dialer) management, product optimization & usage, and partner management
  • Partner with CX leadership to globalize Shared Services best practices (e.g. Day 2 checks, QA, staffing management, CSAT/VOC management, etc)
  • Lead development and ensure execution of CX sub-team specific OKRs 
  • Partner with CX leadership on workforce scale-up strategies (1st party, 3rd party scale with business growth)
  • Create a Global CX Academy, designing curriculum and skills training for Advocates through Managers to improve performance
  • Partner with key stakeholders cross functionally as a representative of the distributed CX  teams to ensure that CX can both influence global decision making and work in close coordination with the global teams
  • Work closely with Product to drive the next generation of Tala’s internal tool capabilities and help make customer support a competitive advantage
  • Responsible for product strategy, evaluation and implementation of new tools to enhance operational effectiveness (e.g. new customer comms channels, chatbots, AI based late stage collections)
  • Drive cross-market partnership with product to improve product rollouts and build an effective product feedback loop
  • Drive implementation of process and strategy improvements identified by our centralized Operations Analytics team

Qualifications

  • 5-8 years experience in collections, customer support, project management and/or strategy operations
  • 2-5 years experience in consumer finance, microfinance, fintech or consulting
  • Deep knowledge of the financial services industry (recoveries, financial compliance, consumer lending, etc.)
  • Ability to size up problems and their impact and create compelling business cases on how to solve for them
  • Ability and experience motivating teams, both indirectly and directly
  • Ideal to have experience with international teams, BPOs or small dollar collections
  • Attention to detail, with a research oriented mindset to optimize business processes and reporting
  • Experience and proven success in Project Management
  • Excellent communication, presentation and building a business case skills 
  • Proven ability to deploy set standards, procedures and policies with remote teams
  • Analytical, with a data-informed approach to management and decision making

Senior User Researcher – KE

What you’ll do:

  • Conducting user research studies or consumer research and analyzing the data collected, generate insights that influence how product teams think about medium and long-term product strategy
  • Lead end-to-end mixed method research activities such as field studies, interviews, diary studies, participatory workshops, ethnography, surveys, usability, concept  testing, and logs analysis – including driving research objectives, hypotheses, methodology, execution, analysis, and communication
  • Defining research questions and selecting appropriate methods of data collection to deliver stakeholder-relevant value at any stage of business and timelines for finishing research projects
  • Identifying top priorities to improve customer experience then align with the business for prioritization, e.g what will create pain relievers for our customers
  • Collaborating with UX designers and product managers to improve current product and innovation opportunities by understanding research needs Work with data team to query and synthesize insights that support designers’ or product managers’ hypotheses
  • Manage through ambiguity, work autonomously, and multitask in a fast-paced environment

What you’ll need:

  • Bachelor’s Degree or Master’s Degree in Business, Economics, Market Research, International Development, or Social Sciences (Psychology, Communications, Anthropology, Sociology)
  • 5+ years of experience in market research or user research inside innovative consumer fintech, financial, mobile or digital companies
  • Empathy, knowledge and a deep desire to improve the lives of low- to middle-income financially underserved Kenyans.
  • Familiarity with consumer financial products and services and the general fintech landscape in Kenya
  • Natural collaborator and influencer with experience working cross-functionally with Product, Design, Credit, Data Analytics, and Marketing/Growth team members in Kenya and abroad. 
  • Demonstrated ability to provide valuable insights through mastery of human-centered design techniques and mixed research methods: surveys, interviews, focus groups, concept testing, usability testing, A/B testing, etc. 
  • Strong organizational and project management skills, including planning logistics, coordinating activities with various team members and flexibly adapting to changes.
  • Experience with communicating complex ideas or context in a clear, data-informed, and action-oriented style.
  • Fluent in English and Swahili.

Senior Android Engineer – KE

What you’ll do

  • Act as an “anchor” position on the Android full time staff.
  • Act as the subject matter expert on not only Android in general, but also a specific slice of the Tala infrastructure (which will rotate over time). 
  • “Anchor” the subject matter knowledge and allow other staff and/or contractors to seamlessly transition into and out of the group.
  • Have product feature responsibilities (must deliver features) plus intra-group responsibilities (lead, train, PR review, participate in the Android Guild, etc).

What you’ll require

  • 5+ years of experience, 4+ years of Android, 3+ years of Kotlin.
  • 2+ apps in the Google Play store.
  • Android, Kotlin, Rx, Retrofit/OkHttp, Dagger, architectural patterns MVVM and MVP, CLEAN design including repos and use cases, modularization, unit testing and integration testing.
  • Jetpack Compose, MVVM, Jetpack navigation and Coroutine Flows.

Senior DevOps Engineer – KE

What You’ll Do:

  • Build and deploy monitoring and alerting systems across Tala’s entire infrastructure
  • Complete migration to CI/CD deployment model
  • Support and collaborate with cross functional teams (Product, Data, Credit, and Business Development) to ship scalable software solutions
  • Support integration projects with 3rd party services (Payment Rails, SMS/Email, KYC, Analytics, etc.)
  • Build, maintain, and own InfoSec compliance efforts by implementing and enforcing appropriate processes and standards across the organisation
  • Maintain, review, propose and implement improvements to existing infrastructure, tools and processes

What You’ll Need:

  • 6+ years of hands-on experience in DevOps processes and tools (Docker, Kubernetes, PagerDuty, NewRelic, Splunk, Chef, Puppet)
  • Demonstrated ability for building, automating and scaling production level environments with high availability, reliability, security and throughput
  • Expert knowledge in AWS (EC2, S3, RDS, ELB, ElasticCache, VPC, VPN, EMR, CloudDeploy, Kinesis, Redshift)
  • Preferred BS Degree in Computer Science and/or Math or equivalent skills 
  • Excellent ability to communicate and collaborate with a globally distributed team

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