Collections Manager

What You’ll Do

• Own the end-to-end collection and recovery strategy across Rider and Merchant portfolios.
• Build and manage collection teams, workflows, and operating processes.
• Lead in-house collection performance, including productivity, KPI, commission, and call strategy.
• Manage external collection agencies (OA), including performance, productivity, commission, ROI, and portfolio allocation.
• Build collection performance reporting and visibility to drive portfolio strategy and actions.
• Develop and implement settlement, refinance, restructuring, and payment plan policies.
• Drive voice bot / AI collection initiatives to improve efficiency and scalability.
• Collaborate with relevant teams to leverage internal collection tools and recovery levers.
• Own continuous improvement of the end-to-end collection process, including write-off, tools, and ad-hoc initiatives.

What You’ll Need:

• 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.