The Senior Manager – Collections Optimisation is accountable for leading the optimisation and continuous improvement of Collections across the Pay and Money portfolios. The role drives improved customer outcomes, recovery performance, operational efficiency, and regulatory compliance across Australia and New Zealand through a time of significant transformation.
Reporting to the Head of Customer Assist, the role operates at both a strategic and execution level, identifying opportunities for uplift and ensuring initiatives are effectively designed, governed, and delivered. The role requires strong leadership across people, process, technology, and regulatory dimensions, while managing multiple initiatives concurrently and influencing senior stakeholders.
In this role you will:
Collections Optimisation & Strategy
* Support the design of the collections optimisation roadmap across Pay and Money aligned to enterprise objectives.
* Balance financial outcomes with customer fairness, vulnerability, and hardship considerations.
* Embed continuous improvement disciplines within collections operations.
Business Improvement & Change Delivery
* Lead multiple improvement and transformation initiatives end-to-end.
* Oversee root cause analysis, process mapping, and solution design activities.
* Ensure benefits realisation through clearly defined measures and post‐implementation review.
* Drive adoption of change through strong engagement, communication, and operational readiness.
* Partner with Technology and Project teams to translate collections needs into system and platform enhancements.
* Provide senior business input into initiatives involving automation, workflow redesign, digital engagement, and decisioning.
* Ensure solutions are scalable, customer-focused, and compliant by design.
Regulatory & Risk (AU & NZ)
* Maintain a strong working understanding of Australian and New Zealand regulatory expectations impacting collections.
* Ensure collections strategies and initiatives are compliant with consumer protection, hardship, and conduct obligations.
* Partner with Risk, Compliance, and Legal teams to assess and manage regulatory impacts.
* Support regulatory uplift programs and incident remediation where required.
Stakeholder Leadership & Communication
* Build strong partnerships across Customer Assist, Pay, Money, Technology, Risk, Compliance, and Workforce teams.
* Influence senior leaders through clear insights, recommendations, and evidence-based business cases.
* Communicate complex issues in a clear, concise, and compelling manner.
We are looking for someone who:
Is a Strategic leader
* Sets clear optimisation direction aligned to business and regulatory priorities.
* Translates strategy into tangible, deliverable initiatives.
Drives Change & Execution
* Leads multiple complex initiatives concurrently.
* Ensures disciplined delivery, benefits tracking, and sustainable outcomes.
Builds Strong Partnerships
* Works collaboratively across functions and delivery teams.
* Acts as a trusted advisor to senior stakeholders.
Customer & Community Focused
* Keeps customer outcomes, vulnerability, and fairness at the centre of decision making.
* Communicates with clarity and confidence across all levels of the organisation.
* Tailors messaging to different audiences.
Manages Complexity
* Effectively balances competing priorities and multiple initiatives.
* Remains outcomes-focused in complex, regulated environments.
Who demonstrates the following:
Collections & Credit Expertise
* Deep understanding of collections operations, and optimisation levers.
* Experience across Pay, Money, or consumer credit portfolios.
Regulatory & Risk Acumen
* Strong knowledge of AU & NZ collections regulation, hardship, and fair customer treatment.
* Applies compliance‐by‐design principles to optimisation initiatives.
Data & Insight Driven
* Uses data to identify opportunities, measure performance, and support decision making.
* Translates insights into practical, operational solutions.
* You are familiar with AI tools - comfortable using tools to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively.
* Confident working with technology, data, and project teams.
* Understands how systems, workflow, and automation support collections performance.
Sometimes the best candidates don't have 100% of what is listed above, but if you have most and are confident, you'd be a good fit, we'd love to hear from you!
Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
At Latitude, we make it possible – for our customers, our communities, and our people. We believe in creating opportunities that truly matter, helping you thrive both professionally and personally. That's why we offer benefits that make a real difference in your life.
We make it possible...
* to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
* to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office two days a week
* to put your wellbeing first – with Sonder, a 24/7 support app for mental and physical wellness.
* to access great financial benefits – with discounts on Latitude products and services.
We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
Only open to Australian or New Zealand Permanent Residents or Citizens.
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