Collection Operation Manager - BPO Industry

PT NEW CORAL SEA; Kota Yogyakarta; On-site; IDR 167,400,000 - 290,160,000; Full time

Job summary

PT NEW CORAL SEA is seeking an experienced leader to oversee day-to-day call center and collection operations within the Fintech/financial services sector. You will drive multiple collection projects, develop KPIs, coach teams, and manage client relationships to ensure high service quality.

The role emphasizes recruitment and training, collaboration with HR/IT, and delivering regular performance reports to senior management.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field
• Experience in Collection Operations / Collection Project Management in a BPO or Call Center
• Strong experience managing Fintech Collection / Financial Services projects
• Experience leading BPO companies is highly preferred
• Strong knowledge of call center recruitment, training, KPI management, and performance monitoring
• Proven ability to manage teams and multiple projects simultaneously
• Strong leadership, communication, analytical, and problem-solving skills
• Comfortable working directly with clients and senior stakeholders
• Willing to work in Yogyakarta area

Responsibilities

• Oversee day-to-day call center and collection operations
• Lead multiple collection projects, particularly within Fintech / Financial Services
• Develop and implement KPIs, performance metrics, and operational strategies
• Lead, coach, and develop agents, supervisors, and operational support teams
• Establish recruitment and training processes to support business growth
• Manage client relationships and handle operational escalations
• Work closely with HR, IT, and other internal functions to ensure smooth operations
• Monitor operational performance and prepare regular reports for senior management and clients
• Identify opportunities for process improvement, productivity enhancement, and service quality

Skills

Leadership

Communication

Analytical skills

Problem solving

KPI management

Performance monitoring

Recruitment & training

Client management

Project management

Stakeholder management

Education

Bachelor's degree

Job description

Oversee day-to-day call center and collection operations

Lead multiple collection projects, particularly within the Fintech / Financial Services sector

Develop and implement KPIs, performance metrics, and operational strategies

Lead, coach, and develop agents, supervisors, and operational support teams

Establish effective recruitment and training processes to support business growth

Manage client relationships and handle operational escalations

Work closely with HR, IT, and other internal functions to ensure smooth operations

Monitor operational performance and prepare regular reports for senior management and clients

Identify opportunities for process improvement, productivity enhancement, and service quality

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field

Proven experience in a Collection Operations / Collection Project Management role within a BPO or Call Center environment

Strong experience managing Fintech Collection / Financial Services projects

Experience with leading BPO companies is highly preferred

Strong knowledge of call center recruitment, training, KPI management, and performance monitoring

Proven ability to manage teams and multiple projects simultaneously

Strong leadership, communication, analytical, and problem-solving skills

Comfortable working directly with clients and senior stakeholders

Strong track record in driving operational performance and continuous improvement

Willing to work in Yogyakarta area