Supervisor Desk Collection

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

Manage the daily operations of the tele-collection team, leading 4–5 Team Leaders and approximately 50 Collection Agents, with overall accountability for team collection achievements.

Translate company collection targets into team targets and action plans, monitor daily, weekly, and monthly performance, and drive the achievement of set goals.

Analyze recovery rates, payment volumes, agent rankings, and key process indicators to identify operational bottlenecks and develop appropriate corrective actions.

Mentor and develop Team Leaders in target management, employee coaching, performance management, and overall team management.

Identify low-performing or underperforming teams and employees, directing Team Leaders to design and execute coaching and Performance Improvement Plans (PIP).

Monitor employee sentiment, attendance, team stability, and turnover risks, collaborating closely with HRBP to address people management issues.

Ensure all collection activities strictly align with company SOPs, relevant OJK regulations, and internal compliance standards to minimize customer complaints and compliance risks.

Partner with Strategy, QC, Training, HR, and other related departments to continuously enhance collection management based on business and team performance.

Requirements:

Minimum 3 years of experience in desk collection management, with at least 1–2 years in a team leadership role. Prior experience in Fintech, Consumer Finance, P2P, or Digital Lending is preferred.

Proven track record in managing sizable collection teams, specifically in leading Team Leaders and indirectly overseeing frontline agents through Team Leaders.

Strong understanding of collection processes, collection strategies, and core KPIs, with the ability to swiftly identify performance gaps and operational bottlenecks.

Proficient in data analysis and using Excel/reporting tools to analyze recovery rates, employee performance, and collection trends, translating insights into actionable managerial decisions.

Skilled in target breakdown, process management, performance coaching, employee motivation, and handling underperformance.

Capable of mentoring Team Leaders while establishing structured management rhythms, clear accountability mechanisms, and team performance standards.

Ability to collaborate effectively with Strategy, QC, Training, HR, and other cross-functional teams to resolve operational issues.

High awareness of collection compliance standards, customer complaint management, and operational risk mitigation.

Must be fully fluent in Bahasa Indonesia as the primary working language to independently lead teams, communicate, conduct coaching sessions, and participate in meetings.

Proficiency in Mandarin is an added advantage.