Head of Collection (Lending)

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