Head of Operation, Consumer Lending

About The Role

Oversees the entire operation team including but not limited to customer service, telesales, collection, KYC, FI and operation excellence team. You will work closely with risk team, growth team and also cross-functionally you will work with other business lines to ensure the best customer experience.

What You Will Do

• Oversee CS, Telesales, KYC, collection and FI team and Ops projects for our BNPL and cashloan product.
• Develop & Optimize Processes - Scale new and existing processes to allow the business to efficiently operate in Indonesia.
• Analytics - Analysis and tracking of onboarding, merchant experience and technical issues, risk management etc.
• Strategy - Choose which projects to prioritize, and set a timeline to reach goals quickly.
• Tool Improvements - Proactively search for new tools or ways which could improve a seamless support and setup experience, for both, merchant and buyer.
• Be fast, resourceful, and take initiative - Take ownership of regional commerce operations and do everything you can to support and enhance the quality of our services.

What This Role Needs

• Min. 7 years experience in tech startup/fintech industry.
• Experience in operations strategy, sales strategy and product management is a big plus.
• Proven success in dynamic and complex environments, with a proven ability to rally teams and influence at all levels.
• Deep analytical skills, with high capacity to think strategically about complex issues, evaluate alternatives, and make compelling recommendations based on proven business case analysis.
• Outstanding communication skills, both verbal and written.
• Ability to lead complex and strategic initiatives and communicate effectively with technical teams.
• Ability to collaborate with various departments by utilizing superior relationship-building skills, interpersonal skills, and influence.

About The Team

You will join a team with multi-location offices and multi-culture environment, the team members here are full of passion and open-minded.

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress” by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms. It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.