• Develop tailored collections strategies for different customer segments, ensuring fair and effective treatment of customers experiencing financial hardship
• Ensure all hardship cases are handled in line with regulatory requirements and company policies, while maintaining empathy and professionalism
• Leverage multiple communication channels (SMS, email, inbound/outbound calls) to engage customers, and manage collections, repossessions, and asset disposal processes where required Work closely with third-party collection agencies, recovery firms, and auction houses to ensure efficient, compliant recovery processes
• Regularly review and improve hardship support programs to enhance customer outcomes

• Promote a culture of continuous learning by collaborating with Learning & Development to enhance team members' skills and knowledge
• Establish a strong communication framework within the team, ensuring feedback and insights are used to enhance the customer experience and operational performance

• Oversee the collections process across all stages—from early collections to recoveries—using a multi-channel approach
• Manage relationships with third-party vendors, including collection agencies, recovery firms, and auction houses

• Ensure the team meets service level agreements (SLAs) and consistently achieves quality standards

• Identify opportunities for process optimization and the implementation of best practices across the collections function
• Drive a culture of continuous improvement, ensuring the team adopts new technologies, methods, and systems to enhance efficiency and customer outcomes

• Ensure strict adherence to regulatory obligations, including the NCCP Act, Privacy Act, ASIC Regulatory Guides, and AML/KYC requirements
• Monitor and ensure accurate reporting and data analysis, using insights to drive improvements and operational efficiency

• Proven experience in managing collections across the full lifecycle, ideally within both secured and unsecured lending
• Strong understanding of relevant regulatory requirements, including NCCP, ASIC, and AML/KYC
• Demonstrated leadership skills with a track record of building and enabling high performance
• Excellent relationship management skills, with experience working with external vendors and stakeholders
• Strong analytical and problem-solving abilities, with a focus on recoveries and continuous improvement