Technology Change Management Consultant
Del Oro Consulting, Inc.
Job Level
Senior
About the role
- Lead and grow the Merchant Cash Advance (MCA) operation in Costa Rica, including hiring, coaching, and managing the underwriting and operations team
- Develop, review, and continuously improve MCA processes including underwriting, servicing, collections to optimize speed, quality, and scalability
- Establish and enforce guidelines and policies aligned with company goals and market dynamics
- Oversee escalation management, working closely with executive leadership and ISO partners to resolve issues and align expectations
- Drive automation initiatives to reduce manual processing, improve data accuracy, and implement tech and AI solutions balancing efficiency and risk control
- Monitor competition and market trends (especially in the US MCA market) to recommend strategic adjustments and maintain competitive edge
- Collaborate cross-functionally with Sales, Risk, Compliance, and IT teams to ensure smooth end-to-end MCA lifecycle
- Analyze performance metrics, underwriting outcomes, and operational KPIs to identify areas for improvement and growth opportunities
Requirements
- 3+ years of experience in MCA Operations or similar financial services lending product
- 5+ years of experience managing or leading operations teams
- Strong understanding of US MCA market dynamics, competitive landscape, and typical deal structures
- Experience with guideline development, credit risk evaluation, and operational process design/improvement
- Familiarity with underwriting technology platforms (e.g., Salesforce, Ocrolus) and automation tools preferred
- Exceptional analytical, organizational, and communication skills
- Ability to manage multiple priorities and lead through change
- Ability to work hands-on in operations queues, maintain quality control, and mentor staff
- Comfortable managing escalations and collaborating with senior executives and external partners (ISOs)
- Bachelor's degree in Finance, Business, or related field preferred (or equivalent experience)
- Legal authorization to work in Costa Rica without employer sponsorship (application form requirement)
- Ability to work a hybrid schedule with office presence in Alajuela, Costa Rica
