Learning and Development Lead

About Tala

Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC's Disruptor 50 five years in a row, CNBC's World's Top Fintech Company, Forbes' Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our mission.

By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India.

Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we'd love to hear from you

About the Role

The Learning and Development Lead will play a pivotal role in designing, implementing, and managing a comprehensive learning strategy for the Philippines, with a primary focus on the Customer Servicing (CS) team.

This role is responsible for the end-to-end learning and development process, from identifying needs and designing programs to evaluating outcomes and reporting on their impact. The L&D Lead will supervise one L&D Specialist, providing guidance and setting objectives to achieve operational results.

A key focus will be on enabling the growth and performance of the team through strategic training initiatives, fostering a coaching culture, and ensuring all learning programs are aligned with business goals and compliance requirements.

• L&D Strategy and Program Management:
• Develop and implement the overall L&D strategy and learning calendar for the Philippines.
• Oversee key initiatives to enable the ramp-up of the Customer Servicing (CS) team, including system migration, automation, new Quality Assurance (QA) frameworks, and new hire onboarding.
• Design learning programs and document change initiatives, incorporating input from Subject Matter Experts (SMEs).
• Drive a coaching culture across the CS team.
• Accredit and evaluate external learning partners.
• Field and manage ad hoc training requests.

• Team Leadership and Supervision:
• Supervise one professional-level Learning and Development Specialist, setting clear goals and objectives to achieve operational results.
• Provide coaching, feedback, and support to the L&D Specialist to ensure their professional growth and the successful execution of L&D projects.
• Ensure that all company policies, practices, and procedures are understood and followed by the direct report.

• Stakeholder Collaboration and Reporting:
• Act as the primary point of contact for cross-functional stakeholders to gather SME inputs and align training programs with business needs.
• Report to CS guild leadership, PH leadership, and global stakeholders on L&D initiatives and best practices.
• Measure the impact of learning initiatives using Kirkpatrick's model, including pre/post testing, NPS, and business impact.
• Prepare and present reports on key performance indicators (KPIs) such as training hours, training NPS, and training completion rates.

• Compliance and Process Improvement:
• Ensure 100% completion of all compliance trainings, including those related to AML, InfoSec, and confidentiality.
• Identify opportunities for process improvements and implement initiatives to boost team performance and efficiency.

• Bachelor's degree in a related field.
• 5+ years of experience in training, OD, or a relevant role.
• Proven experience in designing and delivering training programs, both in-person and online.
• Demonstrated experience in a leadership or supervisory role, with the ability to set goals and manage team performance.
• Strong understanding of L&D methodologies, such as the ADDIE model, Kirkpatrick Evaluation model, and adult learning principles.
• Excellent communication, presentation, and stakeholder management skills.
• Experience in measuring the effectiveness of training programs using various metrics.
• Proficiency in creating engaging training materials and learning experiences. 

Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.