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.