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 portfolioDrive strategy, compliance, and team performanceCollaborate with cross-functional teams and contribute to continuous improvementPotential to expand into international jurisdictions as the business growsTeam Leadership:Manage and mentor a team of collections specialistsConduct regular coaching, training, and performance reviewsCollections Strategy:Design and implement effective recovery strategiesNegotiate payment arrangements while maintaining positive relationshipsPortfolio Oversight:Monitor delinquent accounts and prioritise recovery actionsIdentify and mitigate high-risk accountsRegulatory Compliance:Ensure adherence to Australian financial regulations (NCCP, APPs, ACL, etc.
)Handle escalated matters, including interactions with AFCAReporting & Analysis:Generate and analyse reports on collection metrics and team performanceUse data insights to refine strategies and improve outcomesCustomer Engagement:Manage sensitive and complex interactions with empathy and professionalismOffer appropriate and flexible repayment solutionsCross-Department Collaboration:Work with Legal, Risk, IT, and Customer Service to enhance processesProcess Improvement:Recommend and implement improvements in systems, tools, and workflowRequirements: Very strong experience in collections or credit management in financial servicesMinimum 2 years in a leadership role within financial servicesBachelor's/Master's degree in Business, Finance, Accounting, or equivalent experienceIn-depth understanding of Australian consumer collections and legal frameworksExperience with AFCA dispute resolution processesStrong leadership, negotiation, and conflict resolution abilitiesFamiliarity with collections software, CRM platforms, and Microsoft Office and automation tools for collectionsEmpathetic yet firm personality, with a customer-centric mindsetHighly organised and proactive, with a continuous improvement focusStrong communicator with a collaborative approachExperience with credit reporting agencies and debt recovery providersBy clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities.
For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: .
Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.
#J-18808-Ljbffr