Supervisor Desk Collection

Key Responsibilities:

• Manage the daily operations of the tele-collection team, leading 4–5 Team Leaders and approximately 50 Collection Agents, with overall accountability for team collection achievements.

• Translate company collection targets into team targets and action plans, monitor daily, weekly, and monthly performance, and drive the achievement of set goals.

• Analyze recovery rates, payment volumes, agent rankings, and key process indicators to identify operational bottlenecks and develop appropriate corrective actions.

• Mentor and develop Team Leaders in target management, employee coaching, performance management, and overall team management.

• Identify low-performing or underperforming teams and employees, directing Team Leaders to design and execute coaching and Performance Improvement Plans (PIP).

• Monitor employee sentiment, attendance, team stability, and turnover risks, collaborating closely with HRBP to address people management issues.

• Ensure all collection activities strictly align with company SOPs, relevant OJK regulations, and internal compliance standards to minimize customer complaints and compliance risks.

• Partner with Strategy, QC, Training, HR, and other related departments to continuously enhance collection management based on business and team performance.

Requirements:

• Minimum 3 years of experience in desk collection management, with at least 1–2 years in a team leadership role. Prior experience in Fintech, Consumer Finance, P2P, or Digital Lending is preferred.

• Proven track record in managing sizable collection teams, specifically in leading Team Leaders and indirectly overseeing frontline agents through Team Leaders.

• Strong understanding of collection processes, collection strategies, and core KPIs, with the ability to swiftly identify performance gaps and operational bottlenecks.

• Proficient in data analysis and using Excel/reporting tools to analyze recovery rates, employee performance, and collection trends, translating insights into actionable managerial decisions.

• Skilled in target breakdown, process management, performance coaching, employee motivation, and handling underperformance.

• Capable of mentoring Team Leaders while establishing structured management rhythms, clear accountability mechanisms, and team performance standards.

• Ability to collaborate effectively with Strategy, QC, Training, HR, and other cross-functional teams to resolve operational issues.

• High awareness of collection compliance standards, customer complaint management, and operational risk mitigation.

• Must be fully fluent in Bahasa Indonesia as the primary working language to independently lead teams, communicate, conduct coaching sessions, and participate in meetings.

• Proficiency in Mandarin is an added advantage.