Description:
Company :
For one of our best clients in Financial Services, we are looking for a results-driven Collections Manager to lead their offshore collections team, drive recovery strategies, and uphold high standards of customer service and compliance. The office is in the heart of Sydney, and they have offices in Australia, the USA, and South Africa.
Key Responsibilities:
- Lead the collections function for a national portfolio
- Drive strategy, compliance, and team performance
- Collaborate with cross-functional teams and contribute to continuous improvement
- Potential to expand into international jurisdictions as the business grows
- Manage and mentor a team of collections specialists
- Conduct regular coaching, training, and performance reviews
- Design and implement effective recovery strategies
- Negotiate payment arrangements while maintaining positive relationships
- Monitor delinquent accounts and prioritise recovery actions
- Identify and mitigate high-risk accounts
- Ensure adherence to Australian financial regulations (NCCP, APPs, ACL, etc.)
- Handle escalated matters, including interactions with AFCA
- Generate and analyse reports on collection metrics and team performance
- Use data insights to refine strategies and improve outcomes
- Manage sensitive and complex interactions with empathy and professionalism
- Offer appropriate and flexible repayment solutions
- Work with Legal, Risk, IT, and Customer Service to enhance processes
- Recommend and implement improvements in systems, tools, and workflow
Requirements:
- Very strong experience in collections or credit management in financial services
- Minimum 2 years in a leadership role within financial services
- Bachelor's/Master's degree in Business, Finance, Accounting, or equivalent experience
- In-depth understanding of Australian consumer collections and legal frameworks
- Experience with AFCA dispute resolution processes
- Strong leadership, negotiation, and conflict resolution abilities
- Familiarity with collections software, CRM platforms, and Microsoft Office and automation tools for collections
- Empathetic yet firm personality, with a customer-centric mindset
- Highly organised and proactive, with a continuous improvement focus
- Strong communicator with a collaborative approachExperience with credit reporting agencies and debt recovery providers
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