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 Team Leadership: Manage and mentor a team of collections specialists Conduct regular coaching, training, and performance reviews Collections Strategy: Design and implement effective recovery strategies Negotiate payment arrangements while maintaining positive relationships Portfolio Oversight: Monitor delinquent accounts and prioritise recovery actions Identify and mitigate high-risk accounts Regulatory Compliance: Ensure adherence to Australian financial regulations (NCCP, APPs, ACL, etc.) Handle escalated matters, including interactions with AFCA Reporting & Analysis: Generate and analyse reports on collection metrics and team performance Use data insights to refine strategies and improve outcomes Customer Engagement: Manage sensitive and complex interactions with empathy and professionalism Offer appropriate and flexible repayment solutions Cross-Department Collaboration: Work with Legal, Risk, IT, and Customer Service to enhance processes Process Improvement: 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 By 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.
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