Collections Manager Lead, Mortgage Servicing

6 days ago

Sydney, New South Wales, Australia Challenger Limited Full time
About the Role

As Collections Manager Lead, Mortgage Servicing with Challenger Limited in Sydney, you will be responsible for leading our collections team to deliver top-tier performance and exceptional customer satisfaction.

Key Responsibilities
  • Leadership: Inspire and develop your team to meet and exceed performance goals, focusing on continuous improvement and employee development.
  • Customer Focus: Drive high levels of customer satisfaction, effectively resolving escalations and acting as the primary point of contact for key clients.
  • Continuous Improvement: Foster a culture of efficiency and quality, implementing new processes to enhance our operations and leveraging our Salesforce platform to automate and streamline services.
  • Team Development: Implement training, coaching, and succession plans while conducting regular performance evaluations and managing team health indicators.
  • Compliance and Reporting: Ensure adherence to all regulatory requirements and contribute to monthly service reports.
Requirements
  • Proven experience in contact centre management roles, preferably within mortgage collections.
  • Strong leadership skills with a track record of driving team performance and achieving objectives.
  • Proficiency in developing and managing SLAs, KPIs, and budgets.
  • Experience in inbound and outbound service environments and a strong focus on customer advocacy.
  • Excellent communication and relationship-building abilities.
What We Offer

We provide a competitive salary range of AU$120,000 - AU$180,000 per annum, depending on experience. Other benefits include;

  • A discretionary bonus scheme.
  • Eighteen weeks paid leave for all new parents.
  • Flexibility on when, and how, parental leave is taken.
  • Challenger Day – one extra day off every year in recognition of the effort our people make.
  • Additional support leave (fertility treatment leave, gender affirmation leave).
  • Extra superannuation contributions.
  • Employee share plan.

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