Collection Operation Supervisor

Key Responsibilities

• Manage the day-to-day collection operations for overdue P2P lending accounts, including case allocation, collection cadence, follow-up rules, outcome tracking, and exception handling.
• Manage and optimize collection outreach through phone calls, WhatsApp, SMS, and other channels to improve contact rates, promise-to-pay rates, and recovery rates.
• Track the daily, weekly, and monthly KPIs of the in-house collection team and outsourced vendors; identify issues in the conversion funnel, staff productivity, and collection strategies, and drive improvements.
• Develop or adjust collection strategies, scripts, case-allocation rules, and escalation paths based on delinquency stage, customer willingness to repay, and case risk.
• Review collection results and regularly prepare operational reports, issue analyses, and actionable improvement recommendations.
• Collaborate with Risk, Customer Service, Product, Data, Legal, and other teams to handle high-risk, complaint, dispute, and special cases.
• Ensure collection processes, customer communications, and vendor management comply with company SOPs, applicable regulatory requirements, and compliance and ethical standards.
• Participate in the testing, launch, and continuous optimization of collection systems, CRM platforms, dialer tools, automated strategies, and AI-powered collection capabilities.

Requirements

• Indonesian citizen or legally eligible to work in Indonesia.

• Min. 3 years of experience in collection operations or desk collection, preferably in P2P lending, fintech, BNPL, consumer finance, credit cards, or multifinance. Experience as Desk Collection Team Lead / Supervisor would be an advantage

• Good English communication skills for SOPs, reports, meetings, and cross-functional collaboration.

• Familiarity with SQL, BI dashboards, CRM systems, dialer systems, or collection automation tools.

• Proficient in Excel/Google Sheets and basic data analysis.

• Experience working in a multinational fintech company, reporting in English, or collaborating with overseas management teams.

• Experience managing delinquent accounts, collection strategies, or collection performance, beyond outbound calling only.

• Familiar with collection KPIs such as Contact Rate, RPC, PTP, Recovery Rate, Roll Rate, and Cure Rate.

• Experience with phone/WhatsApp collection, digital collection channels, or third-party collection agencies.

• Strong negotiation, communication, conflict resolution, and problem-solving skills.

• Good understanding of collection compliance and regulations in Indonesia.