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Concentrix Collections Operations Lead

1 month ago

Sydney, New South Wales, Australia Transurban Full time
About the Role

As a seasoned professional, you will have the opportunity to drive the success of our Concentrix collections operations by overseeing performance and ensuring exceptional customer experiences. Your leadership skills will be crucial in meeting contracted performance standards across all Transurban brands while delivering high-quality service.

Key Responsibilities
  • Develop and implement strategies to boost Concentrix annual collections in collaboration with the Customer Solutions & Australian Markets Partnering leadership team.
  • Maintain active oversight of daily operations performance metrics, diving deep into data to proactively identify potential issues or opportunities.
  • Prioritize work effectively, monitor productivity, and ensure service levels meet expectations.
  • Evaluate and improve control environments to guarantee completeness, quality, and compliance of operations, focusing on preventative controls and detective exception reporting.
  • Drive continuous improvement by reviewing collection strategies, identifying trends, and providing input for training, development, and process enhancement.
  • In partnership with the CS& leadership team, establish, document, and review credit management processes to ensure adherence to required standards.
  • Implement a national approach to contract and performance management of debt collection agencies.
  • Oversee timely incident notification, root cause investigation, and management by Concentrix.
  • Establish and implement reporting controls to enable opportunities for improvement.
About You

We are seeking an experienced leader who has:

  • A proven track record of leading complex operational teams, managing change, and driving operational improvement.
  • Extensive experience in collections operations leadership within the banking and financial services sector.
  • Subject matter expertise in collection practices and regulatory obligations.
  • A result-driven approach, with a proven ability to effectively advocate for change internally and externally.
  • Demonstrable background in driving productivity and service improvement through hands-on operations leadership.
  • Exceptional numerical accuracy and attention to detail.
  • Excellent verbal and written communication skills.
  • A passion for developing and maintaining relationships and bringing people together.
  • Well-developed critical thinking skills and the ability to develop innovative solutions.
About Us

We offer a range of benefits, including:

  • Flexible working arrangements, including purchase options for additional leave.
  • 16 weeks paid parental leave, regardless of gender or carer status, with Superannuation paid during unpaid leave.
  • Learning and development opportunities to support your career interests.
  • Health and wellbeing support, including access to Headspace and our EAP program, wellness facilities, and more.
  • Share offers and insurance benefits.
  • Social activities, community give-back programs, and paid volunteer days.

We embrace diversity, safety, wellbeing, and inclusion, where everyone belongs. We treat everyone with fairness, consideration, and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience.