Head of Collection (Lending)

BukuWarung; Jakarta Pusat; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

BukuWarung seeks a seasoned Head of Collections to design and lead our collections function as we scale. You will own the end-to-end lifecycle, drive strategy, and manage a growing team across digital and field channels while partnering with Risk, Product, and Field Ops to hit aggressive portfolio targets.

You will build playbooks, optimize KPIs, and ensure compliant, ethical collection practices across geographies as the lending vertical expands through 2026–2027.

Qualifications

• 8–12 years of experience in collections, credit operations, or financial services with leadership exposure.
• Fintech, digital bank, or multifinance background with merchant/MSME lending exposure is a hard requirement.
• Experience building collections functions from scratch and scaling teams.
• Experience with both digital and field-based collections models and compliance culture.

Responsibilities

• Define and own end-to-end collections strategy across delinquency buckets.
• Build and lead a collections team including tele- and field collectors and agency partners.
• Design workflows across digital channels and field operations, with automation to reduce costs.
• Ensure adherence to OJK/POJK regulations and ethical borrower interactions.
• Collaborate with Risk, Product, and Field Ops to improve tools and processes.

Skills

Leadership

Collections strategy

Portfolio management

Regulatory compliance

Stakeholder management

Data analysis

Bahasa Indonesia fluency

English proficiency

Job 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 to know more about our culture