Head of Operation

The Head of Operations is responsible for overseeing end-to-end operational excellence across the P2P Lending business, ensuring efficient, scalable, and compliant operations throughout the lending lifecycle. This role ensures strong execution of borrower and lender operations while maintaining alignment with OJK regulations, risk appetite, and service quality standards. The role acts as a strategic partner to the CEO and senior leadership team, supporting sustainable growth through operational discipline and governance. Key Responsibilities

Define and execute operational strategy aligned with business objectives, growth plans, and regulatory requirements. Act as a key advisor to CEO and management on operational capability, scalability, and efficiency. Translate business strategy into operational frameworks, SOPs, and execution plans. Oversee the full P2P lending operational lifecycle. Ensure smooth coordination across internal teams and external vendors. Ensure all operational processes comply with OJK P2P Lending regulations. Maintain up-to-date SOPs, internal policies, and operational documentation. Support regulatory audits, inspections, and reporting from an operational standpoint. Work closely with Risk, Compliance, Legal, and Fraud teams to embed controls into operational processes. Monitor operational risks, service quality, and SLA performance. Ensure effective handling of customer complaints and dispute resolution per regulatory standards. Drive continuous process improvement, automation, and digitization initiatives. Ensure operations are scalable to support high transaction volumes and business growth. Implement performance metrics, dashboards, and operational KPIs. Job Requirements

Minimum 8 years of experience in Operations within Fintech, P2P Lending, or Financial Services. At least 3–5 years in a senior operations leadership role (Head of Ops / Ops Director / COO-1 / QC Manager / Credit / Desk Collection / Customer Service and Telemarketing) – experience is preferable. Strong hands‑on experience managing large‑scale, transaction‑heavy operations. Strong understanding of OJK regulations for P2P Lending. Experience managing borrower & lender operations in a regulated environment. Familiar with loan lifecycle operations, collections coordination, and customer dispute handling. Strong operational leadership with a process‑driven mindset. Excellent stakeholder management and cross‑functional collaboration skills. Data‑driven, detail‑oriented, and execution‑focused.

#J-18808-Ljbffr