Operations Manager

Stori Card - MX
Ciudad de México
MXN 200,000 - 400,000
Descripción del empleo

The Role:

The Manager of Operations drives a critical area responsible for the operation processes behind the outstanding balances of our cardholders. This role requires a specific set of skills that includes analytical reasoning, customer understanding, and management of big operational teams.

Main responsibilities:

  1. Responsable of establishing and executing standard and scalable collections procedures and strategies. Achieving a high understanding of the collections area needs and the key results to be met.
  2. Rigorously use data to drive decision making, develop new approaches, evaluate team performance, and advocate for changes that improve the department.
  3. Own and continuously improve team capabilities, skills and capacity development, including key areas (like processes, quality assurance, workforce management)
  4. Maintain a customer-oriented focus that has a clear understanding of our clients and the needs of the company.

What we are looking for:

Experience:

  1. 5+ years of significant consumer credit collections experience
  2. Leadership skills and capacity to manage a team of more than 400 people, with 5 to 6 direct reports.

Skills and attitudes:

  1. Excellent verbal & written English. Comfortable with the language.
  2. CRM tools.
  3. Collections expertise
  4. High understanding and ability to analyze information, being able to take decisions. Demonstrated expertise of driving continuous improvement with a focus on process optimization.
  5. Customer understanding, being empathic with our clients, creating strategies to improve their experience.
  6. High level of adaptability and excellent project management skills required
  7. Problem solving
  8. Leadership skills for big teams

Bonus Points:

  1. Financial institutions, banks, related fields
  2. Administrative, economic, engineering or similar academic formation
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