Hay Credito

Key Skills

• CRM Management
• Responsibility
• Organizational Skills
• Stress Resistance
• Proactive Approach
• Customer Relations
• Reporting and Analytics
• Coaching
• Team Management

Job Description

We are looking for a strong leader who can ensure the smooth operation of our contact center, achieve KPI targets, and build an efficient team management system. The ideal candidate will not only monitor performance metrics but also focus on team development and service quality improvement.

Main Responsibilities

1. Performance Management (KPIs)

• Daily monitoring of target KPI achievement
• Tracking operational metrics (missed calls, response times, chat performance)
• Monitoring communication quality (call reviews, customer feedback, quality assessments)
• Working with analytics and reporting

2. Team Management

• Daily employee development through coaching, feedback, and hands-on support
• Monitoring KPI performance trends for each team member
• Conducting motivational briefings and maintaining team engagement
• Ensuring task completion and accountability

3. Operational and Technical Oversight

• Ensuring stable operation of telephony systems and communication channels
• Managing CRM and internal systems (including Plutos)
• Collaborating with HR on recruitment planning, onboarding, training, and workforce forecasting

Requirements

• At least 1 year of experience in a leadership role (Team Lead / Supervisor / Head of Department)
• At least 6 months of experience in a contact center environment
• Strong understanding of call center KPIs and analytics
• Ability to work effectively in a fast-paced, multitasking environment
• Basic understanding of CRM systems and telephony platforms
• High level of responsibility, stress tolerance, and organizational skills
• Experience in banking or microfinance institutions is an advantage

What We Offer

• Fully remote work format
• Real influence on business processes and decision-making without excessive bureaucracy
• Supportive leadership and open communication
• Opportunities for career growth and management development
• Ongoing training, performance reviews, and the freedom to implement your own ideas and approaches
• A project in an active growth phase
• Company bonuses and team activities

📩 If this opportunity sounds like a good fit for you, we would love to hear from you. Apply today!

About the Position

We are looking for an experienced professional to lead the Risk Analytics function and take responsibility for the performance of the loan portfolio, monitoring key risk metrics, and developing the company’s analytical processes.

Requirements

• Proven experience in a leadership role within Risk Management or Risk Analytics.
• Mandatory experience in the MFI (Microfinance Institution) / micro-lending industry.
• Strong SQL skills and hands-on experience working with relational databases.
• Advanced proficiency in Google Sheets and Microsoft Excel (complex formulas, pivot tables, data analysis).
• Deep understanding of credit product economics.
• Experience managing teams and overseeing performance indicators.
• Ability to build transparent analytical and operational processes.

• Ability to translate business requirements into clear technical specifications for the IT team.

   

What We Offer

• Fully remote work format.
• Opportunity to work on an international financial project.
• Direct impact on the company’s key business processes and strategic decisions.

Key Responsibilities

• Monitor and optimize key portfolio metrics, including DPD, Default Rate, Portfolio Profitability, Delinquency Rate, NPL, Approval Rate, and Cost of Risk.
• Lead the Risk Analytics team, including task allocation, performance management, and quality control of analysts’ work.
• Collaborate with operational managers and teams, ensuring compliance with established procedures and target KPIs.
• Work directly with data using PostgreSQL databases, including data extraction, analysis, and hypothesis testing.
• Support IT process development by preparing and documenting technical requirements for the implementation of new rules, scoring logic, or process changes.
• Develop analytical reports, dashboards, and data models using Google Sheets and Microsoft Excel.

We are looking for a Head of Digital Marketing who can manage not only advertising accounts, but the entire customer acquisition ecosystem: performance channels, CPA partners, analytics, funnels, budgets, team management, and achievement of business targets related to loan disbursements.

This position is ideal for a candidate who is data-driven, able to quickly identify bottlenecks in the funnel, scale high-performing channels, and build a strong marketing team.

What We’re Looking For

• At least 2 years of experience in a leadership role within Digital Marketing or Performance Marketing
• Experience managing a team of 4+ specialists, including media buyers, affiliate managers, SMM specialists, retention/CRM managers, and analysts
• Hands-on experience with performance marketing channels: Google Ads, Meta Ads, TikTok Ads, CPA/Affiliate Traffic
• Strong understanding of key marketing metrics: CPA, CPL, CPS, CAC, ROMI, EPC, CR, and Approve Rate
• Experience managing advertising budgets and monitoring channel performance
• Ability to analyze the entire conversion funnel: registrations, applications, approvals, signings, and disbursements
• Experience working with CPA networks, affiliate partners, bid management, and traffic quality control
• Strong leadership skills, including task delegation, KPI management, employee development, and team building
• Experience in MFO, fintech, lending, or consumer finance will be a significant advantage

Required Tools & Platforms

• Google Ads, Meta Ads Manager, TikTok Ads
• Google Analytics 4 (GA4)
• Google Tag Manager (GTM)
• Looker Studio, Power BI, Metabase, or similar BI tools
• Advanced Excel / Google Sheets skills
• CPA/Affiliate platforms: Affise, Everflow, Tune, Keitaro, or similar
• Tracking and analytics tools: AppsFlyer, Adjust, Firebase, or similar
• CRM/CDP systems and internal administrative platforms
• Customer communication channels: Telegram, Email, SMS, Push Notifications
• Task management tools: Jira, Trello, Asana, Notion, or similar

Key Responsibilities

• Lead the digital marketing function and take ownership of customer acquisition targets
• Monitor and optimize key business metrics, including first-time disbursements, total disbursements, CAC, CR, Approve Rate, Signing Rate, and ROMI
• Develop and scale acquisition channels such as Google, Facebook, TikTok, CPA, mobile traffic, and alternative traffic sources
• Manage CPA partnerships, including pricing, traffic quality, scaling opportunities, partnership terms, and payout control
• Analyze the marketing funnel and identify growth opportunities at every stage: Registration → Application → Approval → Signing → Disbursement
• Manage and allocate the marketing budget across channels based on performance and ROI
• Set goals, assign tasks, monitor KPI achievement, and support employee development
• Generate hypotheses, launch tests, and evaluate results based on data and performance metrics
• Collaborate closely with Product, Risk, Analytics, Contact Center, and Sales teams
• Participate in strategic business decisions that drive company growth

What We Offer

• Fully remote work environment
• Schedule: Monday–Friday, 9:00 AM – 6:00 PM (Spain time)
• Competitive salary with opportunities for financial growth
• Direct impact on key business performance indicators
• Autonomy and decision-making authority within your area of responsibility
• Opportunity to build, develop, and strengthen your team
• Support for launching new hypotheses, channels, and marketing tools

Expected Outcomes

• Achievement of targets for first-time and total loan disbursements
• Reduction or maintenance of CAC within planned benchmarks
• Improved efficiency of performance marketing channels
• Successful scaling of CPA partnerships and alternative traffic sources
• Greater transparency in analytics and stronger team performance
• A systematic, data-driven approach to funnel optimization rather than simply running advertising campaigns