Tala, a global financial technology company, has announced a significant restructuring of its customer operations department in Kenya, resulting in 28 job redundancies. Tala Kenya layoffs, which affects less than 3% of its local workforce, is part of a broader strategic shift toward product innovation and market expansion, the company confirmed in an official statement.
Tala Kenya is a digital financial services provider delivering instant loans, credit lines, digital spending accounts, and tailored financial solutions to millions of customers across the country.
The decision to reduce roles within the Nairobi-based customer support division comes amid what Tala described as “tremendous growth and success” over the past decade. The company cited improved customer self-service capabilities and consistently high loan repayment rates as key drivers behind the operational realignment.
Tala, which has made a name for itself by providing microloans to underserved populations in emerging markets, particularly in Kenya, said the Tala Kenya layoffs were necessary to better align with evolving customer behaviours and internal efficiency goals. According to the firm, over 95% of its borrowers currently meet their loan repayment obligations, a figure it attributes to enhanced user experience and digital repayment tools.
“With Tala customers successfully choosing and managing their own loan repayment timelines according to their income cycles, twenty-eight (28) positions in the customer operations team were declared redundant,” the company stated.
Founded in 2011, Tala has been instrumental in the mobile credit revolution across sub-Saharan Africa, particularly through its mobile app that leverages smartphone data to provide instant credit scores and disburse small loans.
The company said the resources freed by the restructuring will now be redirected toward expanding its product offering and developing new financial services that cater to Kenya’s evolving digital economy. The fintech firm reaffirmed its commitment to the Kenyan market and indicated that ongoing investment in technology and innovation remains a central focus.
“Tala shall redirect these resources towards market expansion and product development,” the statement read.
Industry experts say the changes reflect a wider trend among fintech firms that are increasingly leveraging artificial intelligence and automated customer service platforms to streamline operations and scale their services.
While the company was keen to position the move as a necessary strategic shift, it acknowledged the human toll of the Tala Kenya layoffs and pledged to support affected employees with dignity throughout the transition.
“We recognize transitions like this impact our employees, and we are committed to supporting them through this process with dignity,” Tala said.
The company has not provided specific details about severance packages or transitional support but emphasised its continued commitment to fostering an inclusive and empowering work environment.
Labour analysts note that such redundancies, even when representing a small percentage of the workforce, can have a ripple effect across the local tech ecosystem, particularly in markets like Kenya where talent pools are tightly interconnected.
The announcement comes at a time of significant change in the global fintech industry. Amid increasing competition, rising customer expectations, and the push for profitability, many digital lenders are consolidating their operations and looking toward automation and AI-driven platforms.
Tala’s Kenya division, one of its most mature markets, has been widely regarded as a fintech success story, with millions of customers served and repayment rates consistently topping industry averages. However, as customer familiarity with digital financial tools has grown, the need for intensive manual support has reportedly declined.
Despite the layoffs, Tala stressed that its long-term goals remain focused on financial inclusion and digital empowerment. The company reiterated its commitment to providing affordable, accessible financial services to Kenya’s underserved populations.
“Our focus remains on creating an inclusive environment that allows employees to do their best work, and we will continue to invest in innovation and technology to enhance access to affordable financial services to the Kenyan majority,” the company said.
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