Above market base salary | Attractive incentive
Build the Future of Collections at Jacaranda Finance
At Jacaranda Finance, we're on a mission to help everyday Australians build a better financial future. Over the past decade, we've grown from a two-person startup into one of Australia's highest-rated consumer lenders, helping more than 100,000 customers access fast, fair, and flexible finance. We're looking for an exceptional Head of Collections to lead the evolution of our collections and recoveries function and build a high-performing operation that delivers outstanding commercial outcomes while treating customers with fairness, empathy, and respect.
The Opportunity
As Head of Collections, you'll own the end-to-end collections and recoveries strategy across our entire lending portfolio, reporting directly to the COO. You'll lead the transformation from a service‐oriented function into a sophisticated, data‐driven, performance‐focused operation built on accountability, segmentation, automation, compliance, and customer outcomes.
You'll have the opportunity to shape strategy, influence technology, build capability, develop future leaders, and create a best‐in‐class collections framework designed for scale.
Key Responsibilities
* Balancing strong commercial performance, responsible lending obligations, regulatory compliance, customer outcomes, and operational excellence.
* Owning and optimising the full collections lifecycle: early‐stage arrears, mid‐stage collections, late‐stage collections, recoveries, external agency management, and legal escalation pathways.
* Designing and implementing sophisticated segmentation, treatment, contact, and escalation strategies to improve portfolio performance while maintaining exceptional customer standards.
* Establishing clear KPIs, performance scorecards, governance frameworks, operational rhythms, and workforce planning to build a modern collections operation.
* Leveraging behavioural insights, portfolio data and operational analytics to improve cure rates, reduce arrears, lower roll rates, increase recoveries and optimise customer treatment pathways.
* Partnering with Technology to drive automation, workflow optimisation, decisioning enhancements and platform capability.
* Ensuring the collections framework remains aligned with NCCP obligations, ASIC guidance, ACCC/ASIC Debt Collection Guidelines, hardship and vulnerable customer obligations, responsible lending expectations and overall regulatory framework.
Qualifications
* 10+ years' experience leading collections, recoveries or credit operations functions.
* Proven success improving arrears, recoveries and portfolio performance.
* Experience managing external collections agencies and legal recovery pathways.
* Strong understanding of Australian collections regulation and hardship obligations.
* Experience leading transformation and operational improvement initiatives.
* Exceptional stakeholder management and leadership capability.
* Highly analytical and commercially driven mindset.
Benefits
* Professional Development – Receive up to $1,000 per year to invest in learning, growth, coaching or industry development.
* Career Growth – Commitment to developing leaders and promotion from within.
* Daily Coffee On Us – Complimentary coffee from a local café.
* Modern Milton Office – Work from Brisbane headquarters with indoor greenery, collaborative spaces, outdoor breakout areas and natural light.
* Recognition – Celebrate team and individual achievements regularly.
* Monthly Core Value Awards – Opportunities to take home up to $1,000 in prizes through the monthly recognition program.
* Office Dogs – Work alongside Toby, Polly and Monzi.
* Community Engagement – Monthly volunteering at Emmanuel City Mission.
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