Manager, Collections (Bangkok Based, Relocation Provided)

 

About the Department
The Collections Department plays a key role in maintaining Agoda’s financial health by ensuring timely and accurate recovery of outstanding receivables. The team manages the end‑to‑end collections cycle, covering billing and invoicing, payment mapping, credit management, collections follow‑ups, cash application, and account reconciliations.

We collaborate closely with Finance, Billing, Operations, Customer Service, and Supply teams to resolve discrepancies, support partners, and maintain accurate financial records. The department also works with product and tech teams to enhance tools, streamline workflows, and drive automation.

In addition to daily operations, the team supports strong working‑capital management by monitoring AR performance, identifying risks early, and driving initiatives to reduce overdue balances. With a data‑driven and process‑focused approach, the Collections team continuously seeks opportunities to improve efficiency, strengthen controls, and support Agoda’s scalable growth.

About the Role

As Assistant Manager/ Manager, you oversee key collection activities to ensure timely recovery of receivables and maintain high process accuracy. You coach and support a team of Collection Officers/Analysts, work with internal and external stakeholders to resolve billing and payment issues and ensure consistent adherence to Agoda’s financial and compliance standards.

You will help identify operational gaps, support improvements to SOPs and workflows, and contribute to system enhancements in collaboration with product and tech teams. The role also plays an important part in maintaining healthy cash flow by monitoring AR health, ensuring timely follow‑ups, and supporting initiatives to reduce overdue balances.

Overall, you help promote a culture of continuous improvement, operational discipline, and data‑driven decision making within the Collections team.

1. Collections Management

• Oversee day‑to‑day collections activities to ensure timely follow‑up and resolution of outstanding accounts.
• Monitor aging reports and collection KPIs, taking proactive action on high‑risk or overdue accounts.
• Review escalated cases, complex disputes, and payment issues, providing clear guidance to the team.
• Support dispute resolution by partnering with Billing, Finance, Operations, and Customer Service.
• Ensure accuracy in collections workflows, including invoicing, payment mapping, cash application, and account reconciliation.

2. Team Leadership & Coaching

• Lead, mentor, and develop collection officers/analysts to improve performance and productivity.
• Conduct regular 1:1s, team meetings, and training sessions on negotiation techniques, SOP updates, and policy requirements.
• Set performance targets and support the team in achieving monthly, quarterly, and annual KPIs.

3. Stakeholder Management

• Collaborate with internal teams such as Finance, AR/AP team, Supply, Operations, and Customer Service to resolve discrepancies and ensure accurate account reconciliation.
• Communicate professionally with external partners, clients, or suppliers regarding overdue invoices, payment statuses, and dispute management.
• Escalate critical issues to management with clear analysis and recommendations.

4. Reporting & Analysis

• Prepare regular reports on collection performance, aging status, dispute trends, and risk areas.
• Analyze AR data to identify patterns, root causes, and areas for process improvement.
• Support audits and ensure documentation and compliance with internal controls.

5. Process Improvement & Compliance

• Ensure all collection activities comply with company policies and financial regulations.
• Support SOP updates, workflow improvements, and system enhancements.
• Contribute to automation initiatives and reduction of manual processes.
• Maintain consistent documentation aligned with Agoda’s financial standards.

6. People & Culture

• Support the development and performance of Collection Officers/Analysts through regular coaching, feedback, and on‑the‑job guidance.
• Help foster result-driven, customer‑focused, and data‑oriented team culture.
• Ensure team members follow consistent processes, share knowledge effectively, and stay aligned with updated policies and standards.

Qualifications

• 8+ years of experience in Collections in a global business; at least 2 years in a leadership role.
• Proven track record of improving DSO, reducing aging, and strengthening cashflow predictability in high-transaction-volume environments.
• Strong leadership and people‑management capabilities.
• Analytical mindset with attention to detail.
• Ability to prioritize and manage multiple tasks in a fast‑paced environment.
• Experience working in a fast‑paced, high‑volume environment with structured KPIs.
• Solid understanding of accounting, billing systems, payment reconciliation, and risk frameworks.
• Strong analytical, communication, and stakeholder-management skills.

Preferred Qualifications

• Experience in travel, fintech, e-commerce, logistics, or other high-velocity receivables industries.

• Hands-on experience with CRM/collections platforms (e.g., High-Radius, Collection Hub, D365, Salesforce), billing engines, and data-visualization tools.