Head of Operations

Who is Plenti?
Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 250 people based in Australia, Plenti is of a size where everyone can make a difference in their role and help us realise our very big ambitions as a team, as we go about building Australia's best lender.

Plenti is a founder led business that launched in 2014, listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $2.5 billion.

About The Role
We're looking for an experienced and capable operations leader to step into the role of Head of Service Operations on a 9-month fixed term contract.

This role is responsible for overseeing a broad portfolio of servicing functions including: Customer Service, Collections, Hardship, Complaints, Quality & Learning and Process Improvement. This role is critical in ensuring these functions continue to operate effectively and efficiently during a period of growth in the business.

You'll be leading a team of five experienced managers, each responsible for a core servicing function across the servicing lifecycle. Your focus will be on execution: supporting your people, unblocking issues, maintaining service levels, and managing risk.

This role is suited if you thrive in environments that require strong leadership, initiative, and commercial judgement, and you are comfortable navigating the challenges of a fast-paced, entrepreneurial setting.

Key Responsibilities
Team Leadership & People Management

• Provide day-to-day leadership and coaching for five direct reports who lead functions across the servicing lifecycle, including customer service, collections, hardship, complaints, quality and learning, and process improvement
• Support the team's wellbeing, cohesion, and performance through clear priorities, regular check-ins, and responsive problem solving

Service Delivery & SLA Management

• Ensure core operational KPIs and SLAs are consistently met
• Proactively manage team capacity, volume fluctuations, process blockers, and system issues to protect turnaround times and customer outcomes

Customer Experience & Complaint Handling

• Champion high-quality, empathetic service delivery that reflects our brand and values
• Support the team in managing complex complaints or escalations and ensuring timely resolution and clear communication

Collections & Hardship Oversight

• Ensure responsible and compliant collections and hardship processes are maintained
• Monitor effectiveness of repayment strategies, hardship resolutions, and customer contact approaches

Quality Assurance & Training

• Oversee QA frameworks and learning programs to ensure consistency in service delivery, identify trends in errors or coaching opportunities, and maintain capability across customer-facing roles

Process & Continuous Improvement

• Work with functional leads to identify, prioritise, and implement improvements in processes, documentation, and ways of working
• Focus on pragmatic, achievable changes to remove friction and boost efficiency

Risk & Compliance Management

• Maintain oversight of compliance obligations and operational risks within the servicing domain
• Ensure processes align with internal policies and relevant regulatory requirements
• Escalate emerging risks or issues as needed

Cross-functional Collaboration

• Liaise with Product, Tech, Credit, and Legal to support issue resolution and BAU change delivery. Ensure servicing requirements are considered in cross-team initiatives

Key Requirements

• Proven experience in operations and servicing management, leading multi-functional customer service teams within financial services, fintech, or other regulated industries
• Demonstrated exceptional people leadership skills, effectively managing and motivating teams to deliver high performance
• Ability to thrive in fast-changing, growth-driven environments by bringing structure, clarity, and direction to complex and evolving situations
• Strong knowledge of customer service, collections, hardship, and complaints handling processes
• Familiarity with Australian credit and collections regulations, including NCCP and ASIC RG 271, is highly advantageous
• Excellent problem-solving skills with confident, timely decision-making capabilities
• Effective communicator skilled at influencing, engaging, and collaborating across multiple teams and organisational levels
• Proficient in leveraging operational data and reporting tools to monitor performance and inform strategic decisions.

This role reports directly into the Chief Operating Officer.

What's life like at Plenti?
Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It's a place where everyone can "make it happen" and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia's financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues.

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.