Regional Head of MIS and Analytic

About Collectius

Collectius is one of South East Asia's leading Fintech company in the debt management industry, with operations in Indonesia, Philippines, Singapore, Malaysia, Thailand, Vietnam and India. We are using technology and empathy to create the best customer experience and operational excellence to support our 5,5 million customers in becoming debt free.

Together with IFC (a member of the World Bank Group and minority shareholder in Collectius), Collectius is actively working on improving industry practices and promoting best resolution practices. As an example, Collectius has implemented a company policy that replaced the word 'debtor' – a term that has been traditionally perceived to be negative – with 'customer'.

Currently Collectius manages 6.6 billion USD outstanding debt from 100+ clients across banking and financial institutions. To support our hyper- growth ambitions, we are looking for high-performers who want to grow the business with us

Overview of the Position

Reporting to the Group CEO, the Regional Head of MIS & Analytics is responsible for developing and maintaining the Collection data mart for analysis and scorecard development. This role involves the creation and proposal of effective Collection strategies, encompassing workforce management methods, dialing strategies, segmentation analysis, and demographic modeling. Additionally, the Regional Head is tasked with the development and adaptation of Collection scorecards to ensure optimal performance.

A key part of the position is defining business Collection KPI metrics and benchmarks, building logical data models and visualizing Collection efficiency through comprehensive dashboards, providing clear insights into operational effectiveness.

Furthermore, the role includes the creation of Collection scorecard dashboards to monitor scores and assess scorecard performance. This involves tracking both statistical KPIs and business KPIs to ensure alignment with organizational goals. Evaluating pilots and conducting champion/challenger tests are also critical components of this position, aimed at identifying the most effective Collection strategies.

The Regional Head is expected to initiate improvements in agent operational processes. Development of machine learning models to determine the best modes of contacting customers is a significant responsibility, leveraging advanced analytics to optimize customer interactions.

Responsibilities

1. Provide management with various production and portfolio level reports analysis reviews and recommendations that aide in monitoring progress setting targets business process improvement strategy review and development. All aimed towards and effective and efficient management of Collections.
2. Develop and maintain all relevant management information infrastructures to support daily, weekly and monthly performance monitoring through the use of MS Excel, SQL or BI.
3. Provide development, operations and SQL service Support for its Data Warehouse System.
4. SQLDeveloper - Perform continuous enhancements and automation of processes; Documenting dev tasks and process improvements; Involve in unit testing and results investigation.
5. Monitor payment trends and evaluates impact to collections portfolio and relay these to management.
6. Identify champion and challenge for Collections and develop tracking of the tested result.
7. Provide accurate information to support management decision making and business strategies.
8. Responsible for performance monitoring, capacity review, and MIS Support for operations.
9. Direct the development, execution and performance tracking of collections and recovery strategies to drive operational effectiveness and efficiency gains.
10. Develop customer contact strategies focusing on segmentation to identify best channel, time and frequency to engage with customers.
11. Provide subject matter expertise in the development of collections scorecard models.
12. Optimize digital contact and call dialer schedules as well as messaging to improve contact rate, prevent charge-offs and increase collected amounts.
13. Deliver recommendations to Sr. Management to further optimize performance.
14. Provide operations with recommendations on volume and resource allocation across queues and to ensure appropriate staffing levels based on expected volume levels.
15. Manage the development of analysts across operational analytics, dialer, incentives, and workforce management.
16. Regularly analyze key performance indicators (KPIs) and perform trend analysis to provide concise summaries and root-cause analysis of performance trends to senior management.
17. Develop recommendations to improve performance, based on data-driven strategies. Additionally, lead deep dive analyses on specific topics that are timely to business performance.
18. Work with IT, Credit Systems, and Operations to represent Collections and support ongoing process improvements.
19. Data Governance and Operations:

• Establish and enforce IT policies, procedures, and standards to ensure the integrity, availability, and security of information systems and data.
• Foster a culture of continuous improvement, driving efficiency gains and operational excellence within the department.

1. Data Management and Analytics:

• Oversee the Data team responsible for data governance, data acquisition, data quality, and data integration.
• Drive the development and implementation of data management strategies, including data warehousing, business intelligence, and advanced analytics.
• Collaborate with stakeholders to identify business requirements and deliver data-driven insights, segmentation strategies, and revenue enhancement initiatives.
• Ensure compliance with data privacy regulations and industry best practices.

1. Management Information Systems (MIS):

• Oversee the MIS team responsible for the design, development, and maintenance of information pipelines.
• Encourage MIS teams to upgrade and automate current pipeline for productivity improvements.
• Collaborate with key stakeholders to identify information needs and deliver accurate and timely management reports.
• Ensure the availability and reliability of MIS deliverables, ensuring they meet the evolving needs of the organization.
• Drive continuous improvement of MIS capabilities to support data-driven decision-making.

1. Cost Optimization and Efficiency:

• Develop and implement strategies for technology-driven cost optimization and efficiency improvements across the organization.
• Identify opportunities for automation, process streamlining, and leveraging technology to reduce operational costs.
• Collaborate with finance and operations teams to establish cost reduction targets and monitor progress.

1. Team Leadership and Development:

• Build and lead a high-performing technology team, providing clear direction, mentoring, and professional development opportunities.
• Foster a collaborative and inclusive work environment, promoting knowledge sharing and cross-functional collaboration.
• Establish performance metrics and goals for the MIS and Data team, regularly assessing and communicating progress.
• Guide the team to have plan-B mentality and preparation of mitigations for robust risk control.

1. Vendor Management and Partnership:

• Evaluate and select strategic vendors and partners, ensuring alignment with business requirements and long-term objectives.
• Manage vendor relationships, contract negotiations, and service level agreements to maximize value and minimize risks.
• Stay informed about industry best practices and benchmarks, leveraging external expertise when necessary.

1. Information Security and Risk Management:

• Develop and implement a comprehensive information security strategy, including data protection, privacy, and compliance.
• Ensure compliance with relevant regulatory requirements and industry standards.
• Identify and mitigate IT risks, proactively addressing potential vulnerabilities and threats.

And other duties as assigned.

Requirements:

Academic Qualification

University degree in MIS, BIS, IT, CS, Economy, Finance or relevant. Master's degree is preferred.

Working Experience

• Minimum 5 years of solid experience with data analysis.
• Minimum 3 years relevant work experience with large amount of real data, preferably experience with building and maintaining scalable data pipelines
• Preferably experience in the in the Consumer Finance industry or similar position (dealing with Collection, product development, marketing, project management, etc.)

Soft Skill

• Articulate with excellent verbal and written communication in English, able to build strong relationships, influencing and presenting at a senior level
• Can handle ambiguity independently and deliver within strict timeline
• Problem-solving and decision-making skills
• Self-driven and proactive individual with the ability to thrive in a fast-paced environment
• Accuracy, Structural thinking and focus on the results

Technical

• Good knowledge of ETL and Data analysis tools: SQL/ Python/ Spark/ R.
• Understanding of applied statistics including sample approaches, casual modeling and data mining techniques
• Experience in developing data-driven algorithms in information retrieval, relevance, or machine learning and working with distributed systems
• Experience in Hadoop, Spark, distributed systems
• Intermediate or advanced knowledge of MS Excel
• Good communication and presentations skills especially in PowerPoint is a must.