Overview
Build the Future of Collections at Jacaranda Finance. We are on a mission to help everyday Australians build a better financial future. We are a fast-growing fintech lender with a focus on fast, fair, and flexible finance, and a culture that values ambition, accountability, and customer outcomes. We are seeking 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. This is an opportunity to design, build, and lead the future of collections within one of Australia's fastest-growing fintech lenders.
The Opportunity
As Head of Collections, you will own the end-to-end collections and recoveries strategy across our entire lending portfolio. Reporting to the Chief Operating Officer, you will transform collections from a largely service-oriented function into a sophisticated, data-driven, performance-focused operation built on accountability, segmentation, automation, compliance, and customer outcomes. You will shape strategy, influence technology, build capability, develop future leaders, and create a best-in-class collections framework designed for scale.
Success in this role means balancing:
* Strong commercial performance
* Responsible lending obligations
* Regulatory compliance
* Customer outcomes
* Operational excellence
You will work closely with our Executive Team, Risk & Compliance, Technology and Operational leaders to create a collections function that becomes a competitive advantage for the business.
What You'll Own
Collections & Recoveries Strategy You will lead and optimise the full collections lifecycle including:
* Early-stage arrears
* Mid-stage collections
* Late-stage collections
* Recoveries
* External agency management
* Legal escalation pathways
You will design and implement sophisticated segmentation, treatment, contact, and escalation strategies that improve portfolio performance while maintaining exceptional customer standards.
Building a High-Performance Function
You will create the structure, discipline, and accountability required for a modern collections operation by:
* Establishing clear KPIs and performance scorecards
* Developing leadership capability across the team
* Creating operational rhythms and governance frameworks
* Driving workforce planning and future scalability
* Embedding a culture of ownership, professionalism, and continuous improvement
Data, Analytics & Continuous Improvement
You will leverage behavioural insights, portfolio performance data, and operational analytics to:
* Improve cure rates
* Reduce arrears and losses
* Lower roll rates
* Increase recoveries
* Optimise customer treatment pathways
* Improve productivity and efficiency
You will also partner closely with Technology to drive automation, workflow optimisation, decisioning enhancements, and future platform capability.
Compliance, Risk & Customer Outcomes
Collections is a highly scrutinised function within financial services. You will ensure our collections framework remains aligned with:
* NCCP obligations
* ASIC guidance
* ACCC/ASIC Debt Collection Guidelines
* Hardship requirements
* Vulnerable customer obligations
* Responsible lending expectations
Most importantly, you will ensure customers experiencing financial difficulty are treated fairly, respectfully, and consistently while protecting the long-term interests of both our customers and our business.
About You
You are a commercially minded collections leader who knows how to deliver results while building strong teams and sustainable processes. You understand that modern collections is about data, strategy, segmentation, governance, technology, leadership, and customer outcomes.
You'll likely bring:
* 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
* A highly analytical and commercially driven mindset
Most importantly, you'll be someone who enjoys building, improving, and leading. You'll be energised by the opportunity to create something exceptional.
Why Join Jacaranda Finance?
We're building something special. We're entrepreneurial, ambitious, and customer obsessed. We move quickly, make decisions fast, and back great people to do their best work.
When you join Jacaranda Finance, you'll get:
* Professional Development - Receive up to $1,000 per year to invest in your learning, growth, coaching, or industry development.
* Career Growth - We're committed to developing leaders and promoting from within wherever possible.
* Daily Coffee On Us - Start every day with complimentary coffee from our favourite local café.
* Modern Milton Office - Work from our Brisbane headquarters featuring indoor greenery, collaborative spaces, outdoor breakout areas, and plenty of natural light.
* Celebrate the Wins - Recognition is part of our culture. We regularly celebrate both team and individual achievements.
* Monthly Core Value Awards - Live our values and you could take home up to $1,000 in prizes through our monthly recognition program.
* Office Dogs - Spend your days alongside Toby, Polly, and Monzi, our four-legged team members.
* Community Engagement - Monthly volunteering at Emmanuel City Mission.
Before You Apply
Thriving Together at Jacaranda Finance – Our culture matters to us. We believe great work happens when people thrive together. To help you understand what it's like to be part of our team, we've created our Thriving Together guide outlining our culture, values, expectations, and commitment to helping our people succeed. Ready to see what thriving together really means?
Our In-Office First Culture – We believe great teams do their best work together. We're an in-office culture because collaboration, coaching, problem-solving, and innovation happen best when we're working side by side. During your probation period, you'll work from our Milton office five days per week to support onboarding, training, and integration into the team. Following successful completion of probation, you'll have the flexibility to work from home one day per week, with the remaining four days in the office. For a senior leadership role, regular in-person presence is critical to building culture, developing capability, driving performance, and maintaining strong stakeholder relationships across the business.
Note About Our Hiring Process – We may use AI-powered tools to support parts of our recruitment process. These tools help us work more efficiently, but all hiring decisions are made by people. If you'd like to know more about how your information is handled throughout the recruitment process, please reach out.
Eligibility and other application instructions: See posting on our careers site.
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