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Operations Manager

Stori Card

Stori Card

Operations
Mexico City, Mexico
Posted on Monday, May 6, 2024

About Stori

Stori is a fast-growing, venture-backed financial technology company, on a mission to democratize credit access for 400 million underbanked LatAm consumers. Stori currently operates in Mexico and has a global team with offices in Arlington Virginia, Mexico City, and Asia. We have quickly made our mark as one of the top digital banks in Mexico with more than two million applicants for our credit card product since launching.

Stori is one of the top-funded startups in the region with US$250 million raised to date. We are backed by top global venture capital funds, such as GGV Capital, GIC, Lightspeed Venture Partners, General Catalyst, Goodwater Capital, Mexico’s Tresalia Capital, Vision Plus Capital, BAI Capital and Source Code Capital; who have successfully invested in startups such as Affirm, Airbnb, Alibaba, Stripe, and TikTok.

Stori has a standout founder team among fintechs, leveraging 100+ years of accumulated experience in consumer finance, banking and technology across Mastercard, Intel, Capital One, Morgan Stanley, GE Capital, and HSBC in the U.S., Mexico and Asia. The team has launched and managed many multi-million-customer credit card products globally, providing a wide breadth of experience and knowledge to our team.

We welcome diversity of background, experience and thinking. Storians are passionate about our mission and take pride in the products we build. Our culture thrives off of a flat structure and an inclusive environment where all of our employees can be their authentic selves, with boundless opportunities for professional growth.

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

What we offer

  • Make a positive impact on the lives of our customers via financial inclusion
  • Professional development opportunities
  • International exposure & work experience
  • Company swag
  • Legally required benefits