Collections Manager
On-siteBangkok, Bangkok, Thailand
Job Summary
Own the end-to-end collection and recovery strategy across Rider and Merchant portfolios, building and managing collection teams, workflows, and operating processes. Lead in-house collection performance, including productivity, KPI, commission, and call strategy, while managing external collection agencies on performance, productivity, commission, ROI, and portfolio allocation. Build collection performance reporting and visibility to drive portfolio strategy, develop policies for settlement, refinance, restructuring, and payment plans, and drive voice bot and AI collection initiatives. Collaborate with relevant teams to leverage internal tools and own continuous improvement of the end-to-end collection process, including write-off, tools, and ad-hoc initiatives.
Required Qualifications
- 5+ years of experience in collections or recovery operations, preferably in Fintech, unsecured consumer lending, or gig-economy platforms
- 3+ years of people management experience, covering both in-house collection teams and external agencies
- Strong analytical skills with experience in capacity planning, vintage analysis, flow rates, and agency performance metrics
- Experience with automated repayment systems, CRM/collection platforms, and auto-dialers
- Strong knowledge of the Thai Debt Collection Practices Act and relevant BOT regulations
- Can-do attitude with strong ownership and accountability
- Zero-to-one mindset — able to build and improve processes from the ground up
- Proactive and adaptable, comfortable working in a fast-paced and ambiguous environment
- Strong problem-solving, execution, and result-oriented mindset
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