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 20262027. 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 130, 3190, 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
- 812 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
