Head of Desk Collections & Team Performance

PT. BERKAH GIAT JAYA; Tangerang; On-site; IDR 180,000,000 - 240,000,000; Full time

Job summary

PT. BERKAH GIAT JAYA is seeking an experienced leader to manage a tele-collection team of 50 agents, supported by 4–5 Team Leaders. The role drives target achievement, analyzes performance metrics, and collaborates with multiple departments to optimize recovery processes.

You will mentor leaders, address underperformance with coaching and PIP, and ensure strict compliance with SOPs and regulatory standards while maintaining high employee engagement.

Qualifications

• Minimum 3 years of desk collection management experience.
• 1–2 years in a team leadership role.
• Experience in Fintech, Consumer Finance, P2P, or digital lending is preferred.

Responsibilities

• Manage daily operations of the tele-collection team with 4–5 Team Leaders and ~50 agents.
• Translate targets into team plans, monitor performance daily/weekly/monthly.
• Analyze recovery rates, payment volumes, agent rankings, and KPIs.
• Mentor Team Leaders in target mgmt, coaching, and performance management.
• Identify underperforming teams and implement coaching and PIP.
• Monitor attendance, team stability, and turnover with HRBP.
• Ensure compliance with SOPs, OJK rules, and internal standards.
• Collaborate with Strategy, QC, Training, HR to enhance collection management.
• Lead in Bahasa Indonesia; Mandarin is a plus.

Skills

Team leadership

Data analysis

Excel reporting

Tools

Excel

Job description

PT. BERKAH GIAT JAYA is seeking an experienced leader to manage a tele-collection team of 50 agents, supported by 4–5 Team Leaders. The role drives target achievement, analyzes performance metrics, and collaborates with multiple departments to optimize recovery processes.

You will mentor leaders, address underperformance with coaching and PIP, and ensure strict compliance with SOPs and regulatory standards while maintaining high employee engagement.