Head of Collection (Lending) at BukuWarung

Special capital Region of Jakarta, Java, Indonesia -

Full Time

Start Date

Immediate

Expiry Date

02 Oct, 26

Salary

0.0

Posted On

04 Jul, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Collections Strategy, Portfolio Management, NPL Management, Team Leadership, OJK Compliance, Vendor Management, Risk Analysis, Stakeholder Management, Digital Collections, Field Collections, KPI Tracking, Segmentation Modeling

Industry

technology;Information and Internet

Description

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 [https://docs.google.com/document/d/1vJjNt91jrgsqBKD4XQ8KU1iiHty964HagF9rL8vYL6Y/edit?tab=t.0] to know more about our culture

Responsibilities

Build and lead the collections function from the ground up, designing end-to-end strategies for all delinquency buckets. Manage portfolio health, scale the collections team, and ensure all practices adhere to OJK regulations.