Team Performance Manager

**Job no**: 494756
**Work type**: Full-time
**Location**: Adelaide
**Categories**: Collections, Customer Service & Call Centre
- Convenient location, a short walk from Adelaide train and tram stations, and local shops and eateries
- WFH hybrid opportunities for work-life balance and no weekends
- Supportive and dynamic environment

**National Credit Management Limited (NCML)** is a leading provider of credit and receivables management services in Australia and a part of Credit Corp Group. We believe in an ethical, collaborative approach to resolving debt to empower our customers to organise and control their finances.

**About your new role**:
This role is a key leadership role within our Adelaide business managing a team of Customer Relationship Managers (CRMs).
- Leading and performance management of team members ensuring activity levels and service quality is achieved.
- Coaching of team members in their use of business tools including workflow, skip tracing and profiling tools.
- Drive a team culture focused on knowledge sharing and teamwork achieving team targets and personal targets.
- Provide technical expertise and support to all team members in all areas of collections and call escalation assistance.
- Continued process improvement and innovation in recovery methods
- Fostering client relationships.

**What we can offer you**
- Enjoy our investment in people through our internationally recognised, industry specific training enabling you to grow within our business and beyond
- Gain recognition for your efforts through an achievable, market-leading incentive scheme
- Perks and discounts through our employee benefits platform
- Free membership and competitive rates with our Car Share partner and Novated Leasing options
- Wellbeing and health initiatives including online fitness training, 24hr wellbeing support with our EAP, discounted gym membership, health insurance and eye care plus breakfast and fresh fruit in the office
- Paid volunteer days
- Purchase additional annual leave
- Regular team engagement events
- ‘Dress For Your Day’ from smart casual to business attire
- End-of-Trip Facilities available for bicycle storage and showers

**Who you are**:

- A demonstrable track record of leading, mentoring and developing teams
- Previous team leadership experience from within a collections environment would be highly desirable
- Proven knowledge of debt recovery methods, tools and approaches
- A vibrant approach to managing team performance and engaging with individuals to achieve consistently positive outcomes
- A well-developed communication style is essential, as is the ability to build rapport, to make tough decisions and solve critical issues in a timely manner
- A high level of resilience and assertiveness whilst maintaining excellent customer service is key

Working in a flat management structure you will get the opportunity to work with senior stakeholders and make an impact with the work you will be doing.

If you’re looking for an opportunity to work for a financial service organisation which offers growth and development and has a great culture, then this is the role for you.

**Essential Criteria**:

- Comprehensive understanding of the ACCC and ASIC Debt Collection guidelines.
- Work-life balance and no weekends Full time - Monday - Friday 8:30AM - 5:00PM.

We are also committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply.

**Advertised**: 03 Mar 2025 Cen. Australia Daylight Time
**Applications close**: