We're looking for a Head of Collection (Operations) to lead the day-to-day engine of our Collections division, the people, the process, and the performance. This is a hands-on operational leadership role, not an analytics seat. You'll own the field and desk collection machine end-to-end: setting targets, managing manpower, enforcing SOPs, and making sure every agent, team leader, and manager is performing and compliant.
If you've spent years in the trenches of collections — from agent to manager — and you're ready to build and run a high-performing collection organization inside a fast-moving fintech, this is your seat.
About The Job:
Team & Performance Management
- Lead, control, and monitor all Collection division activities across desk and field operations
- Set and cascade daily, weekly, and monthly targets to Managers, Team Leaders, and Agents
- Drive achievement of overdue, default, and recovery targets across the consumer/invoice portfolio
- Review and course-correct performance regularly — you live in the numbers, not just the reports
Manpower & Org Building
- Ensure the Collection division is always resourced — right headcount, right structure, right people
- Develop and grow Team Leaders and Managers into future collection leaders
- Build and evolve the national collection organization as Kredivo scales
Policy, Process & Compliance
- Own and evolve the Collection SOPs, strategies, and code of conduct
- Ensure every collection activity complies with OJK regulations and internal policy — no exceptions
- Ensure collection personnel hold required certifications (e.g., LSPPI) and are audit-ready at all times
- Run Quality Assurance and fraud detection checks across the collection process
Cross-Functional Coordination
- Partner with Credit/Underwriting, Product & Tech, and Data teams to align collection strategy with portfolio risk and system capability
- Coordinate with third-party collection agencies where applicable, ensuring they operate within Kredivo's standards
- Represent Collections Operations in front of leadership — you'll report performance and issues directly to the SVP of Collections
Reporting
- Prepare and present monthly/quarterly collection performance reports to leadership
- Flag risks and bottlenecks early — before they become portfolio problems
About You:
- 10+ years in Collections, with a clear track record progressing from agent/desk collector → team leader → manager → head of collection
- Proven experience managing field and desk collection teams at scale (multi-city/national exposure a strong plus)
- Deep working knowledge of collection regulations in Indonesia (OJK) and industry certifications (LSPPI or equivalent)
- Strong operational discipline — you can build an SOP, enforce it, and still move fast
- Experience managing collection agencies/vendors and negotiating recovery outcomes
- Comfortable pulling and reading data yourself — working knowledge of SQL and internal collection tools/dashboards (dialer systems, collection CRMs, reporting tools) to track performance without waiting on an analyst
- A leader who develops people, not just manages numbers
- Comfortable operating in a high-growth, fast-changing fintech environment — process matters, but so does speed