Senior Collection OA Supervisor (Akulaku X)

Job Responsibilities

1. Manage the daily operations of early-stage collections and OA partners in Thailand, driving key performance indicators including recovery rate, RPC rate, PTP fulfillment rate, and agent productivity.

2. Establish and continuously optimize OA management frameworks, including agency onboarding, performance evaluation, quality monitoring, and resource allocation, to improve operational efficiency and service quality.

3. Monitor and drive collection KPI achievement, ensure effective implementation of collection strategies, and guarantee that collection operations are executed in accordance with company requirements.

4. Regularly analyze collection performance, operational data, and agency productivity; identify issues and implement improvement initiatives to continuously enhance team and partner performance.

5. Oversee agency training, operational coaching, quality assurance, and complaint management to ensure collection activities comply with company policies and local regulatory requirements.

6. Manage OA partnerships, including contract administration, fee settlements, onboarding of new vendors, and cross-functional coordination with internal stakeholders.

Qualifications

1. Bachelor's degree or above, with at least 5 years of experience in banking, consumer finance, fintech, customer service centers, collections, or OA industries.

2. Proven experience in early-stage collections, call center operations, or OA management, with strong knowledge of collections operations and performance management practices.

3. Strong analytical and operational management skills, with the ability to drive continuous business improvement through data analysis.

4. Excellent team leadership, OA management, and project execution capabilities, with the ability to improve partner execution and operational performance.

5. Strong execution, accountability, and results-oriented mindset, with the ability to effectively implement HQ requirements and ensure successful execution of business strategies.

6. Able to communicate effectively in English and Thai, both spoken and written.