Senior Collection Manager

Traveloka; Tangerang; Hybrid; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

Traveloka is seeking a Senior Manager in Customer Collection to lead multiple teams across Southeast Asia. You will shape recovery strategies, improve processes, and manage cross-functional governance with Risk, Product, Data, and Finance.

The role requires deep expertise in collections, regulatory navigation, and leadership across markets. You will coach leaders, drive operational excellence, and influence policy to balance recovery with fair treatment.

Qualifications

• 8+ years in collections, credit, or lending with multi-team or multi-market scope.
• Strong track record delivering recovery and efficiency at scale.
• Strategic thinking on lending book and product decisions.
• Ability to build leaders and high-performing teams.
• Analytical credibility; challenge models and data with evidence-based decisions.
• Navigate multi-jurisdiction regulation and external-partner ecosystems.
• Influence senior stakeholders and align them behind a plan.
• Experience leading multi-market collections through growth or regulatory change.
• Experience with analytics, ML-driven treatment models, or AI-assisted tooling.
• Credentials from a leading regional bank, lender, or fintech where collections were core.

Responsibilities

• Lead multiple collection teams or programs and set collection strategy and operating model.
• Develop next layer of leaders and scale organisational capability.
• Drive operational excellence and automate processes to improve recovery and reduce costs.
• Coordinate with Risk, Product, Data, and Finance on credit policy and product design.
• Govern external collection partners and ensure compliance.
• Ensure regulatory and fair-treatment standards across markets.
• Lead transformation initiatives from strategy to delivery, with cross-functional impact.

Skills

Strategic thinking

Leadership

Cross-functional collaboration

Analytics

Regulatory knowledge

Stakeholder management

Communication (leadership)

Education

Quantitative/Finance/Business degree

Job description

Join Traveloka and channel your passion into a rewarding career

About Traveloka Traveloka is Southeast Asia’s leading all-in-one travel platform connecting millions globally with trusted, world-class experiences. With over 140 million app downloads and more than 40 million monthly active users, Traveloka stands as one of the most popular travel apps in the region.

Job Description

Job ID: MJ000442

About the Team

Traveloka's Financing team makes travel more accessible through credit, instalment, and pay-later solutions for millions of customers across Southeast Asia. Customer Collection sits at the heart of that promise: when a traveller borrows to take their trip, we are the team that makes repayment fair, clear, and humane — keeping our lending sustainable while treating every customer with respect.

You will build collection journeys that work across markets with very different credit infrastructure, payment habits, and regulations. The work is operational and analytical at once: you shape repayment strategies, sharpen the playbooks behind each customer touchpoint, and turn what you see on the ground into better processes. If you want measurable impact in a region where consumer lending is still being written, this is where you do it.

About the Job

As a Senior Manager in Customer Collection, you are leading multiple teams or the most complex parts of Traveloka's financing recovery operation. You develop and implement the operational plans tied to the domain's must-win battles, with a direct effect on the domain's overall results, and you are accountable for the decisions and course of action across your area. You manage communications through discussion and compromise and hold decision authority on short-term operational issues within collections. The problems you own are complex, weighing operational, financial, and human-capital impact at once. You coach, allocate, and review the work of a team and develop the next layer of leaders — across a single market's practices.

• Lead multiple collection teams or programs, owning recovery and efficiency outcomes, and develop and implement the operational plans that deliver them through your leaders and analysts, and set the collection strategy and operating model, and drive the analytics, segmentation, and treatment design behind it, with decision authority on the operational calls.
• Develop the next layer of leaders — coaching, allocating, and reviewing the work of managers and senior analysts — and build the organisational capability the function needs to scale.
• Drive operational excellence: standardise what works, automate manual effort, and continuously raise recovery while lowering cost-to-collect, enhancing existing policies and processes.
• Manage communications and influence Risk, Product, Data, and Finance through discussion and compromise on credit policy, product design, and the book's health.
• Own the governance of external collection partners and agencies, including performance and compliance.
• Ensure the function meets regulatory and fair-treatment standards in your market, and shape policy proactively.
• Lead high-impact transformation initiatives — new platforms, models, or operating models — from strategy to delivery, weighing operational, financial, and people impact.

Job Requirements

• You have at least 8 years in collections, credit, or lending, including leading managers and multi-team or multi-market scope.
• You have a strong track record of delivering recovery and efficiency outcomes at scale and transforming how collections operate.
• You think strategically about the lending book — how collections, risk, and product decisions connect to commercial results.
• You build leaders and high-performing teams, and you raise the capability of the whole organisation, not just your own.
• You are analytically credible — you can challenge models and data and set the standard for evidence-based decisions.
• You navigate complex, multi-jurisdiction regulation and external-partner ecosystems with authority.
• You influence senior cross-functional stakeholders and align them behind a shared plan.
• You have a degree in a quantitative, finance, or business field; an advanced degree is a plus.
• You communicate with clarity and impact at leadership level; you are fluent in English and operate across multiple market languages.
• You have led a multi-market collections organisation through significant growth or regulatory change.
• You have introduced advanced analytics, ML-driven treatment models, or AI-assisted collection tooling at scale.
• You bring deep credentials from a leading regional bank, lender, or fintech where collections were a core competency.

Join Us

At Traveloka, we firmly believe in equal opportunities for all because diversity drives creativity and excellence. We encourage individuals from diverse backgrounds to apply for opportunities with us. Our hiring decisions are based on qualifications and merit in accordance with a fair and transparent process, regardless of race, ethnicity, religion, sex, gender identity, sexual orientation, age, marital status, disability, military service, or any other aspect of diversity. Join us in our mission to transform the travel industry and embrace the values that drive us to innovate and serve customers worldwide.Be advised that Traveloka maintains a structured recruitment process and does not entertain unsolicited resumes from recruiting agencies. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement or referral fees in the event that Traveloka eventually employs such candidate. Hence, we will not assume responsibility for any fees incurred for candidates hired through unrequested resumes. Your adherence to our guidelines is greatly appreciated.