Tala is looking for a motivated Collections Vendor Manager. Under the direction of the Global Vendor Manager, and partnering with regional leadership, the Vendor Manager handles the day to day interactions with the external collection partners and serves as the primary regional liaison both internally and externally. The Vendor Manager is responsible for driving performance of assigned partners to meet company targets and OKRs. This role will be based in Nairobi and serve our East Africa EDC partners.
Primary Duties:
Monitor daily, weekly, and monthly metrics
Answering day to day questions from the external collection partners
Ensuring delivery of daily reporting both internally and externally
Participate in ongoing improvements
Lead vendor onboarding and offboarding projects
Remote and onsite training of the vendor and agents
Periodic round tables, and agent side by sides
Review KPIs and recommend areas of improvement to EDCs
Responsible KPIs and performance of assigned EDCs
Provide scorecard reviews to ensure adherence to contract SLAs
Remote and on site vendor risk management and adherence audits
Recognize performing agents at the partners
Help benchmark external agents to internal agents
Administer partner contests and incentives
Other duties as assigned, may include supporting regional team as needed
Other applicable projects as assigned or needed
Travel: 30 – 45%
Requirements:
Bachelor’s Degree in Finance, Business, or equivalent
At least 2 years of Collections supervisory experience, or 5 years in Customer Experience working with large teams. Experience working with external partners a plus
Ability to communicate clearly verbally, and in writing with tact and sensitivity to regional diversity
Analytical ability, able to read and interpret data
Proficient in Excel, Word, Powerpoint, G Suite, and Office programs
Willingness and ability to travel regionally, to Headquarters in the US, and other regions as needed to help
Ability to work independently or as a part of a dynamic team
Must be able to work in a different region than Direct Manager
Ability to balance schedule and workloads, functioning in multiple time zones
Curious thinker
