
Collections Business Manager
2 weeks ago
Job Description
This Collections Team Leader role is responsible for leading a team of credit management officers and overseeing the effective process of providing assistance and coming to a resolution for customers in arrears.
The role supports bank operations and servicing customers, products, and internal stakeholders across retail and commercial business lines.
Key responsibilities include:
- Providing leadership, coaching, and development to front-line staff
- Driving better performance and succession planning
- One-on-one meetings - Identifying actions
- Embedding a performance culture, including workforce planning
- Ensuring targets, SLAs, and KPIs are met and continually reviewed
- Customer-centric approach
- SLA and queue management - Including impairment oversight
- Call monitoring & supervision
- Risk identification and management
- Driving employee engagement
About You
Requirements include previous experience in a collections leadership role or credit risk role, with commercial experience highly regarded.
You should have demonstrated experience coaching and developing employees to meet/exceed KPIs, as well as a basic understanding of relevant legislation including debt collection guidelines and privacy act.
Demonstrated ability to develop customer-centric solutions, experience in resolving complex issues, and analytical thinking are also essential.
About Us
Our ambition is to be known as the bold challenger bank, with digitally enabled multi-brands and a personal touch.
We value diversity and inclusion, fostering a workspace that leverages difference and creates new possibilities.
Our Benefits
Flexible working arrangements, discounted financial products, salary sacrificing options, and more.
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