Operations Manager, Customer Financial Solutions

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

**Help people create their tomorrow, while you create yours**

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**How you’ll make an impact**

The primary responsibility of the Senior Manager, Customer Financial Solutions, is to actively manage the arrears management and financial hardship functions, to assist existing customers who may be experiencing difficulty in repaying their loan. This role needs to effectively lead, motivate, coach and develop their team, creating a customer centric and high-performance culture. This role must also support the development of the offshore collections team, whilst also sharing accountability for their performance and customer experience.

Main Focus Areas;
- **Operational Excellence & Continuous Improvement**
Champion the design and evolution of seamless processes that support customers in arrears or hardship across phone, digital, and paper channels. Drive improvements by analysing escalations and incidents, and foster a team culture that thrives on innovation and continuous enhancement
- **Resource Optimization**
Strategically manage both onshore and offshore teams to ensure optimal service delivery. Leverage deep insights into team capabilities to align resources, skillsets, and training with business needs—ensuring consistent quality, productivity, and customer satisfaction
- **Strategic Leadership**
Shape and execute strategies that enhance operational efficiency and financial performance across arrears management and hardship support functions. Be a catalyst for change and innovation
- **Stakeholder & Vendor Engagement**
Build strong, collaborative relationships with internal and external partners—including Operations, Genpact, Risk, and other AMP divisions. Ensure service excellence through proactive communication, feedback loops, and negotiation where needed
- **Project Delivery & Change Management**
Lead the successful rollout of strategic initiatives with clear communication and training plans. Promote a culture of adaptability and continuous improvement to elevate both team performance and customer experience
- **Risk & Compliance**
Embed robust risk management practices across the team. Monitor and assure key controls to safeguard operations and uphold AMP’s standards
- **Customer Experience**
Ensure timely and accurate task completion while nurturing a customer-first mindset. Deliver outstanding service across all channels, ensuring positive outcomes in every interaction
- **Performance Reporting**
Deliver insightful reports on team performance, volumes, and outcomes—providing visibility into progress against targets and identifying opportunities for improvement
- **Financial Stewardship**
Drive cost efficiency and develop strategies to minimize financial exposure from long-term provisioning, contributing to AMP’s sustainable growth
- **Third-Party Partner Oversight**
Ensure high-quality, timely service delivery from third-party collection partners through proactive support and performance monitoring

**What you will bring to the team**

Ideally, you will bring the following experiences to this role:

- 10+ years experience in leading teams across the banking and financial services industry, with demonstrated success at developing and executing operational frameworks in a blended, complex environment, driving high performance cultures and customer-based outcomes.
- 5+ years Arrears Management and Financial Hardship experience
- 5+ years experience managing 3rd party partner relationships and performance
- Demonstrated cost centre ownership and budgeting experience
- Demonstrated experience in delivering organisational financial benefits
- Proven understanding and ability in developing and executing end to end operating models, with demonstrated high performance outcomes
- Ownership of customer, ability to connect with our customers through NPS and customer complaint management.
- Proven ability to meet business and financial goals
- Proven ability to initiate and successfully execute change, resulting in improved customer experience and business outcomes
- Proven ability to recruit, coach, motivate and influence team members in a technical environment and/or through period of change
- Tertiary qualifications in business and/or finance