Head of Collection (Lending)

Deskripsi pekerjaan

We are looking for a seasoned **Head of Collections** to build and lead our collections function from the ground up. This is a senior leadership role responsible for designing the collections strategy, managing portfolio health, and scaling the team as BukuModal: our lending vertical grows aggressively through 2026–2027. You will own the full collections lifecycle, from early delinquency to late-stage recovery, and work closely with Risk, Product, and Field Operations to drive outcomes. ###  ### What you'll own ### Strategy & Portfolio Management - Define and own the end-to-end collections strategy across all delinquency buckets (DPD 1–30, 31–90, 90+) - Set and track KPIs including roll rates, cure rates, recovery rates, and cost-to-collect - Develop and refine segmentation models to prioritize collections efforts by borrower risk profile, loan size, and channel - Own the NPL (non-performing loan) management framework and work with Finance on provisioning inputs - Work with agencies wherever necessary & create playbooks to be scaled across different geographies ### Team Leadership - Build, hire, and manage a collections team including tele-collectors, field collectors, and collection agency relationships - Define team structure, incentive design, and performance management frameworks - Partner with HR to develop training programs for collection agents aligned with OJK compliance requirements ### Operations & Process - Design and implement collections workflows across digital (WhatsApp, SMS, IVR) and field channels - Drive automation and tool adoption to reduce cost-per-collection and improve borrower contact rates - Build and oversee vendor management for third-party collection agencies (LPKP-registered) - Establish escalation processes, dispute resolution protocols, and legal referral criteria ### Compliance & Borrower Experience - Ensure all collection practices adhere to OJK regulations, POJK 35/2018, and internal lending policies - Champion ethical collection practices that protect borrower dignity while recovering dues - Monitor complaints and customer escalations related to collections; drive resolution ### Cross-Functional Collaboration - Partner with Credit Risk on underwriting feedback loops informed by collections data - Work with Product to improve self-cure tools, repayment reminders, and in-app collections flows - Coordinate with Field Sales teams where merchant relationships overlap with active loans ### ** ** What we're looking for**** ### Experience - 8–12 years of experience in collections, credit operations, or financial services; at least 3 years in a leadership role - Prior experience at a fintech, digital bank, or multifinance company with significant merchant or MSME lending exposure — this is a hard requirement - Prior experience in consumer or MSME lending in Indonesia is strongly preferred - Demonstrated track record of building collections functions from scratch — this is a 0-to-1 role with zero to none existing team, tools, or playbooks in place - Experience with both digital and field-based collections models ### Skills & Competencies - Strong analytical mindset — comfortable with portfolio data, roll rate analysis, and building business cases - Deep knowledge of OJK regulations governing lending and collections in Indonesia - Excellent stakeholder management skills; able to influence cross-functional teams - Hands-on operator who can move between strategy and execution as needed - Fluent in Bahasa Indonesia; professional proficiency in English ### Capabilities & Mindset - Merchant trust > short-term metrics - Taking ownership when things break - Can operate both strategically and hands-on: building 0-1 journey & then scaling from 1-10 - Read here to know more about our culture