Collections Outsourcing Supervisor (Mandarin)

About Atome Financial

Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn's 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:

• Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
• Atome Card: A paylater anywhere card.
• Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders

Duties and Responsibilities:

1. Agency Management:

- Manage and supervise the performance of assigned DCAs to ensure collection targets are consistently achieved.

- Conduct regular performance reviews with agency management and recommend corrective action plans when necessary.

- Oversee onboarding, training, and ramp-up of new DCAs to ensure seamless integration and alignment with business expectations.

2.Performance Monitoring:

- Track daily, weekly, and monthly KPIs (e.g., recovery rates, contact rates, promise-to-pay conversions).

- Analyze performance reports and provide actionable feedback to agencies to drive improvements.

- Identify underperforming areas and develop action plans to address gaps.

3. Compliance and Quality Assurance:

- Ensure all agency activities comply with company policies, regulatory requirements, and ethical collection practices.

- Conduct audits and random quality checks to assess call quality, adherence to scripts, and proper handling of customer interactions.

- Address and escalate non-compliance issues promptly.

4. Operational Support:

- Act as the main point of contact between internal stakeholders (e.g., Regional collection, Legal, Compliance teams) and external DCAs.

- Support operational initiatives, system enhancements, and new project rollouts affecting the outsourced collections network.

- Provide input and advisory support on commission schemes, incentive structures, and productivity frameworks for agencies.

5. Reporting:

- Prepare regular performance updates and reports for internal management review.

- Recommend improvements to strategies based on data-driven insights and market conditions.

Job Requirements:

• Minimum 1-2 years of Supervisory or leadership experience in financial services, collections agency experience.
• Proficiency in Chinese (spoken and written) is preferred to support communication in a multicultural environment.
• Proven ability to coordinate across teams, understand strategic logic, and drive operational alignment.
• Strong self-management, problem-solving mindset, and ability to execute under pressure.
• Familiarity with performance-driven environments, KPIs, and the dynamics of in-house vs DCA operations.
• Comfortable working in a fast-paced, cross-cultural setting with flexibility to adjust to regional schedules when needed.
• Good communication skills are needed, as this role involves working with other regional teams.
• Must be amenable to work onsite.