Head of Operations & Collection

About LINE MAN Wongnai

LINE MAN Wongnai is Thailand’s Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel LINE MAN and Wongnai. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people.

The Head of Operations & Collection is responsible for managing the end-to-end operational execution of the lending business. You will lead the teams that handle the day-to-day back-office flows and the critical collection strategies required to minimize losses and maintain customer relationships.

What You’ll Do:

1. Credit Operations & Back-Office Management

• Workflow Ownership: Manage and optimize all back-office flows, including loan disbursement, and repayment processing
• Reconciliation & Reporting: Oversee all financial reconciliations and operational reporting to ensure data integrity
• Audit & Compliance: Ensure the entire operations department is audit-ready and compliant with all relevant laws and financial regulations and internal policies

2. Pre-delinquency & Early Collections (<30 Days)

• Prevention Strategy: Develop and execute strategies to prevent customers from falling into delinquency in the earliest stages of the loan lifecycle
• Operational Levers: Own the management of automated deduction systems and "soft" collection levers, such as nudges and soft penalties, to encourage timely repayment

3. Late Collections & Recovery (30+ Days)

• Agency Management: Oversee external collection agencies, including the assignment of cases and the design of performance-based incentive structures
• LGD Minimization: Own the cure and recovery rates for late-bucket accounts with the primary goal of minimizing Loss Given Default (LGD)

4. Strategic Leadership

• Process Automation: Identify opportunities to automate manual back-office tasks to improve scalability
• Stakeholder Alignment: Work closely with the Head of Financial Products & Services to ensure operational costs and collection recoveries align with the overall business strategy

What You’ll Need:

• Experience: 7+ years of experience in credit operations, loan servicing, or collections, ideally within a high-volume fintech or banking environment
• Collections Expertise: Deep understanding of the collections "waterfall," including nudges, automated deductions, and third-party agency management
• Operational Excellence: Proven track record of managing complex back-office workflows
• Regulatory Knowledge: Strong familiarity with lending regulations and compliance standards