Strategic Collections Operations Manager
4 weeks ago
About the Role
We are seeking a seasoned Strategic Collections Operations Manager to lead our Contact Centre team in Sydney, driving top-tier performance and exceptional customer satisfaction.
In this critical role, you will be responsible for managing end-to-end operations of the Contact Centre and Collections team, focusing on performance, P&L management, customer relationships, continuous improvement, and employee development.
You will take the lead in inspiring, developing, and coaching your team to meet and exceed performance goals, drive high levels of customer satisfaction, and foster a culture of efficiency and quality.
About You
To succeed in this role, you will need proven experience in contact centre management, where you have managed both team leaders and advisors, ideally within mortgage collections.
You will have a customer-first mindset, with excellent communication and relationship-building abilities, strong leadership skills with a track record of driving team performance and achieving objectives.
Additionally, you will require proficiency in developing and managing SLAs, KPIs, and budgets, experience in using Microsoft Word, Excel, and contact centre management tools.
What We Offer
At Challenger Limited, we provide access to a range of exclusive employee benefits that will support you both personally and professionally, including a discretionary bonus scheme, eighteen weeks paid leave for all new parents, flexibility on when and how parental leave is taken, and extra superannuation contributions.
The estimated annual salary for this role is $120,000-$180,000 AUD, depending on experience and qualifications. If you are passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply.
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