Contact Centre Manager, Collections

Challenger Limited is an ASX-listed investment management firm managing $127 billion in assets (as at 30 June 2024). Life with us is fast moving and always exciting. Together we’re driving to deliver our vision to provide our customers with financial security for a better retirement._
- We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed._

Join us as a Contact Centre Manager, Collections supporting Challenger Mortgage Management based in Sydney.
- Challenger Mortgage Management (CMM) is at the forefront of mortgage servicing, leveraging cutting-edge technology on a best-in-class Salesforce platform to manage diverse mortgage portfolios for our investors.
- As we continue to grow, we are seeking an experienced Contact Centre Manager to lead our Collections team in Sydney.
- This is a prime opportunity to join at an early stage in the growth of this team, with the ability to shape how the team operates.

About the role:
In this critical role, you'll be a driving force behind CMM’s Contact Centre Operations, ensuring top-tier performance, exceptional customer satisfaction, and continuous improvement. You’ll not only manage the team but also play a key role in helping to shape the future of our mortgage servicing business utilising technology to streamline operations and improve scalability.

You’ll take the lead in the end-to-end management of the Contact Centre and Collections team, focusing on performance, P&L management, customer relationships, continuous improvement, and employee development.

Other responsibilities will include (but aren’t limited to)
- Leadership: Inspire, develop, and coach your team to meet and exceed performance goals.
- 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.
- Technology Utilisation: Leverage our Salesforce platform to automate and streamline services, ensuring we stay ahead of the curve.
- 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.

The skills you’ll need:
You’ll have proven experience in contact centre management role, where you will have managed both team leaders and advisors, ideally within mortgage collections.

You’ll have a customer-first mindset, with excellent communication and relationship-building abilities.

As well as;
- 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.
- Experience in using Microsoft Word, Excel, and contact centre management tools.
- Strong interaction skills with customers and senior management.

Additional Information

Working at Challenger means being part of a diverse, connected team that has fun and loves what they do. We’re small enough, but big enough to accelerate bold ideas, realising what’s possible for our customers and partners.

At Challenger, we provide access to a range of exclusive employee benefits that will support you both personally and professionally and a hybrid work environment including.
- 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.

LI-GS1

LI-Challenger

LI-Hybrid
- We value inclusion and diversity of thought, promote flexible working practices so our people can integrate their work and personal lives, and are proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality._
- We believe in bringing your authentic self and a belonging in our culture. We are prideful in participating in the Australian Workplace Equality Index (AWEI) as a national benchmark on LGBTQ+ workplace inclusion and best practice in Australia. We offer the opportunity for a broad career experience and value people who are inquisitive and rigorous and are driven to make a difference._

Job type:
Permanent

Posting Close Date:
28/02/2025

About Us
- Life at Challenger is fast moving and always exciting. Together we’re driving to deliver our vision to provide our customers with financial security for retirement.
- Our people bring their diverse backgrounds and perspectives to a workplace which is inclusive, flexible, and driven b