.Sales & Operations ManagerWho are we? IPF Digital is a Financial Services company part of IPF Group and trades as Creditea in México. We provide consumer loans, and our mission is to make life easier by offering simple and personalized financial solutions to everyday Mexicans.Our organizational purpose is to build a better world through financial inclusion, and we see the role Sales & Ops Manager as being critical in shaping and preserving our organizational culture that is centered around our purpose.At IPF Digital, we are committed to promoting strategies that help us maintain a balance between our personal and work lives, where each of our employees feels motivated and is reflected in business results.The roleThis is a senior leadership role within the Mexico market, working closely with the Country Manager to develop and execute a business strategy that will enable us to achieve our business goals and objectives. Your primary area of focus is to successfully lead the sales and customer service teams in Mexico, achieving aggressive growth targets through operational excellence, continuous process improvement, and outstanding customer satisfaction. This includes ensuring that the business remains optimally operational, profitable, customer-focused, and resourced in an innovative and cost-effective way. You will do this with strong leadership, strategic thinking, flexibility, and humility.The responsibilitiesSales and GrowthAchieve and exceed customer growth targets.Manage and optimize external sales channels and partnerships.Adapt resources and structures pragmatically to support business growth, minimizing wastage.Identify and capitalize on opportunities for business development.Collaborate with marketing to craft and execute a tech-driven, creative sales strategy.Establish a sustainable, self-service, and technology-enabled administrative support system.Operational Excellence & Process ImprovementReview current business processes and provide strategic direction and advice on process improvements.Immerse yourself in performance data to drive growth and reduce costs.Continuously seek opportunities to boost business performance within and beyond your remit.Implement robust processes and policies to safeguard the business, allowing for flexible, creative, and efficient operations.Customer ServiceDevelop and execute the Customer Service strategy, encompassing underwriting, document processing, back-office coordination, early collections, and external call centers.Prioritize customer experience and innovation in all business processes.Maintain and enforce high standards of customer service across all touchpoints.Monitor Customer Satisfaction, NPS, and other key metrics, striving for continuous improvement.Establish and achieve customer KPIs that enhance satisfaction and loyalty.People LeadershipProvide strong leadership to drive high performance and achieve KPIs and targets
