About the RoleKredivo, one of Southeast Asia’s leading digital credit platforms, is expanding in Thailand. To support this growth, we're seeking a strong person with a sharp operational mind, cross-functional coordination skills, and the ability to execute with speed and precision. This person will be the operational backbone of our Thailand business — working closely with the SVP, Customer Operations and Country Head, managing day-to-day operations, and acting as a key liaison with local vendors and internal teams across Indonesia and Singapore.
This is a hands-on leadership role, ideal for someone who thrives in dynamic, high-ownership environments and enjoys solving real-world business problems at scale. Key ResponsibilitiesOperational LeadershipLead, develop, and scale local operations teams, including Credit Approval and Customer Service. Implement scalable and efficient processes to ensure consistent service levels and operational reliability. Monitor performance and KPIs, providing coaching and support to help team members achieve their goals. Ensure changes in policy, process, or systems are effectively rolled out and understood across teams.
Customer Service (Main Focusing)Lead the team in handling customer interactions across Call Center, Email, Chat, and Social Media. Resolve escalated cases, monitor quality, and ensure service levels meet business expectations. Compile reports on customer insights, operational irregularities, and team performance. Credit ApprovalEnsure the Credit Analyst team meets daily targets in terms of processing volume and quality. Maintain staffing and scheduling to ensure 7-day coverage; ensure SOP compliance and consistency. Support the implementation of credit and KYC tools in partnership with central teams.
Key KPIsOperational SLAs (processing time, quality score, support resolution rate)Team KPIs (credit analysts and customer service)On-time execution of cross-functional projectsStakeholder satisfaction (internal and external)Success in institutionalizing processes and scalable systemsBe the driver of our culture for Thailand office in Operations and across the board as requiredWhat We’re Looking For8+ years of experience in Operations and Project Management, preferably in fintech, tech, or financial services. Proven leadership and team management experience. Strong project management skills and ability to work cross-functionally.
Fluent in English; Thai fluency a plusHands-on leadership style – you roll up your sleeves and make things happen
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