Head of Collection

Job description

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