OA Supervisor - Rabbit Cash Co., Ltd.

The main responsibility is to supervise and manage Outsource Agency (OA) partners to achieve the company’s collection targets within the acceptable level and meet the company strategy. This role involves enhancing collection efficiency, monitoring OA performance metrics, and implementing strategic initiatives to improve recovery outcomes. The OA Supervisor ensures that all OA-related activities comply with the company’s collection policy and regulatory requirements, and drives continuous improvement of OA collector capabilities through coaching, training, performance review, and structured action plans.

1. Conduct CAPE (Capacity Planning) reviews on OA partners to ensure that each agency has sufficient manpower and resources to handle the assigned portfolio volume effectively.

2. Review account-level collection performance and forecast expected recovery outcomes for assigned OA portfolios. Closely monitor each AR result by comparing day-by-day performance against prior months and analyzing variance. Identify gaps against targets and proactively recommend portfolio reallocation or strategy adjustments to optimize overall collection results.

3. Act as the primary point of contact for OA partners on operational issues, feedback, and escalations. Actively listen to OA concerns, facilitate timely resolution of problems, and provide constructive feedback to improve OA operations and working relationships.

4. In cases where audit issues are identified at OA partners, ensure that the OA prepares and submits a corrective action plan with clear timelines. Monitor the execution of action plans and verify that issues are fully remediated within agreed timeframes.

5. Review individual OA collector performance on a regular basis, including number of calls per day, collection rate, productivity, and staff responsibility. Identify underperformers and drive improvement through the following process:

- Identify poor-performing OA collectors based on collection metrics and KPIs.

- Discuss performance issues and root causes with OA Supervisors and/or the collectors directly.

- Identify training needs and knowledge gaps that may contribute to underperformance.

- Set up structured action plans with clear improvement targets and milestones.

- Conduct ongoing performance monitoring to track progress and ensure sustained improvement.

6. Conduct silent monitoring (call listening / random review of call recordings) on OA collectors to ensure compliance with the company’s collection policy and quality standards, including proper identity verification, negotiation skills, customer issue resolution, and professional communication etiquette. Monitor frequency is determined by collector tenure. When violations are identified, classify severity and enforce corrective actions in accordance with the established guidelines.

7. Assign AR collection targets to OA partners and their collection staff. Design and propose commission structures and tiered incentive schemes where eligibility is based on surpassing prior performance benchmarks, ensuring alignment with the company’s collection strategy and budget.

8. Analyze follow-up results and collection trends to identify root causes of underperformance. Design and implement action plans to respond to the current situation and improve productivity across OA partners.

9. Review haircut (debt write-down / settlement discount) cases submitted by OA partners. Assess the reasonableness of proposed settlement terms, verify supporting documentation, and ensure that all haircut approvals are within the delegated authority and aligned with the company’s loss mitigation strategy.

10. Conduct on-site visits to OA partners to inspect operational readiness, observe collection practices, verify compliance with company standards, and strengthen the working relationship through face-to-face engagement.

11. Promptly engage with new regulatory announcements and industry guidelines related to debt collection practices. Ensure that OA partners are informed of and comply with all applicable regulations, and that collection scripts, processes, and operational procedures are revised accordingly.

12. Prepare and maintain OA performance reports on a daily, weekly, and monthly basis, including collection rate, recovery amount, compliance scorecard, and quality monitoring results. Provide regular reports and analytics to management to support risk decision-making and strategic planning.

13. Participate in regular team meetings, provide recommendations on operational improvements, and coordinate with cross-functional units (Collection Strategy, Risk, Compliance, Operations, and Technology teams) to ensure the effectiveness of OA management processes, portfolio allocation, system support, and data integrity.

○ At least 3–5 years of experience in collection operations, outsource agency management, or AR/debt recovery in retail banking, consumer finance, or fintech.

○ Proven track record in managing and motivating OA partners and their teams to achieve high collection rates.

○ Strong analytical skills to monitor and interpret AR performance metrics (e.g., call volume, collection rates, productivity).

○ Excellent leadership and team management abilities to assign and track AR targets effectively.

○ Strategic thinking to design and implement action plans, commission structures, and incentive schemes based on performance analysis.

○ Strong understanding of debt collection regulations, PDPA, and industry best practices for ethical collection.

○ Proficiency in MS Office (Excel, PowerPoint); experience with collection systems and reporting tools is a plus.

○ Good command of both written and spoken English and Thai.

○ Prior experience in a digital lending or fintech environment is a plus.