QC Field Collections Head

Kredivo; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Kredivo Group is seeking a senior leader to manage the QC Field Collections team across Indonesia, ensuring high-quality execution and standardization. You will design and roll out training programs, mentor field staff, and optimize capacity to meet operational targets.

The role emphasizes building strong cross-functional collaboration, developing scalable SOPs, and driving measurable improvements in collections performance, including complaint handling and attrition reduction.

Qualifications

• Relevant Experience: Minimum 7 years in Field Quality Control (QC) or Quality Assurance (QA), with a strong Collections background.
• Operational Expertise: Proven track record managing QC/QA within Field Collections Operations.
• Industry Background: fintech or banking preferred, large-scale Field Collections experience (e.g., Home Credit).
• Leadership Experience: Experience in managing teams, developing talent, and driving performance improvements.
• Strategic & Analytical Skills: Capacity planning, KPI development, productivity monitoring, SOP creation, process improvement.
• Stakeholder Management: Ability to collaborate with cross-functional stakeholders and translate quality initiatives into outcomes.

Responsibilities

• Team Management: Oversee the QC Field Collections team across Indonesia, ensuring effective execution and quality standards.
• Training & Development: Develop and implement training programs to enhance QC Field capabilities.
• Talent Management: Lead hiring, mentoring, coaching, and development of QC Field team members.
• Capacity Planning: Plan and manage team capacity to meet staffing requirements.
• Systems & Tools: Develop and improve systems, tools, and monitoring for better control and visibility.
• Performance Management: Establish KPIs and productivity metrics to drive improvement.
• Operational Impact: Improve QC Field effectiveness in Collections Operations, including complaint handling and attrition reduction.
• SOP Development: Establish and maintain end-to-end SOPs for QC Field activities.
• Stakeholder Collaboration: Work with cross-functional teams to align QC initiatives with Field Collections goals.

Skills

Team management

Training & development

Talent management

Capacity planning

Systems & tools

Performance management

Stakeholder collaboration

SOP development

Job description

• Team Management: Oversee the overall QC Field Collections team across Indonesia, ensuring effective execution and consistent quality standards.
• Training & Development: Develop and implement training programs to enhance the capabilities of QC Field teams and Field Collections operations.
• Talent Management: Lead the hiring, mentoring, coaching, and development of QC Field team members.
• Capacity Planning: Plan and manage team capacity to ensure staffing levels meet operational requirements.
• Systems & Tools: Develop and improve systems, tools, and monitoring mechanisms to enhance team control, visibility, and operational efficiency.
• Performance Management: Establish relevant KPIs and productivity metrics to evaluate team performance and drive continuous improvement.
• Operational Impact: Improve the effectiveness of QC Field in supporting Collections Operations, particularly in complaint management, attrition reduction, and performance improvement.
• SOP Development: Establish and maintain end-to-end Standard Operating Procedures (SOPs) for QC Field activities.
• Stakeholder Collaboration: Work closely with cross-functional teams and key stakeholders to align QC initiatives with overall Field Collections objectives.

About you:

• Relevant Experience: Minimum 7 years of experience in Field Quality Control (QC) or Quality Assurance (QA), with a strong background in Collections.
• Operational Expertise: Proven experience managing QC/QA functions within Field Collections Operations.
• Industry Background: Experience in fintech or banking is preferred, particularly in organizations with large-scale Field Collections operations, such as Home Credit.
• Leadership Experience: Demonstrated experience in managing teams, developing talent, and driving operational performance improvements.
• Strategic & Analytical Skills: Strong capabilities in capacity planning, KPI development, productivity monitoring, SOP creation, and process improvement.
• Stakeholder Management: Ability to collaborate effectively with cross-functional stakeholders and translate quality initiatives into measurable operational outcomes.