We’re on a mission to become the best specialist lending company in Australia and New Zealand, and we’re looking for ambitious, driven people to help get us there.

We’ve got bold goals and a clear vision for the future. That means exciting opportunities for those ready to champion new ideas, challenge the status quo, and grow alongside us.

If you’re hungry to make an impact, thrive in a fast-paced environment, and love turning ideas into action – you’ll feel right at home here.

Reporting directly to the AU CEO, you'll lead Customer Service and Collections across Branded Financial Services, shaping the future of how customers are supported from day one through to resolution. This is a leadership role with real influence, combining strategy, operational excellence, people leadership and continuous improvement.

We're looking for someone who knows how to create exceptional customer experiences while delivering strong collections outcomes. Someone who understands that recovery matters, but doing the right thing matters just as much.

So, what will you be doing?

- Developingand delivering the customer service and collections strategy
- Leadingportfolio performance across the full customer lifecycle
- Drivingarrears reduction, recoveries and loss mitigation outcomes
- Coaching,mentoring and developing leaders and teams
- Creatingvisibility of performance through meaningful data and reporting
- Buildingrelationships with external lawyers, mercantile agents and recoverypartners
- Ensuringcompliance with Australian regulatory requirements and industryobligations
- Workingclosely with Risk, Technology, Operations and Finance on strategicinitiatives




- Identifyingsmarter ways of working and embedding continuous improvement across thefunction

What we're looking for

- Atleast 10 years' experience within banking, finance, collections, creditrisk or related environments
- Aminimum of 5 years' experience leading collections or customer operationsteams at a senior level
- Deepunderstanding of arrears management, recoveries and customer outcomes
- Anexceptional people leader who knows how to build culture, engagement andaccountability
- Commerciallyminded with the ability to balance performance, compliance and customerexperience
- Strongoperational and strategic capability
- Confidenceworking with executive stakeholders and presenting at senior levels
- Asolutions focused approach with the ability to turn ideas into action

Most importantly, you're the type of leader who enjoysspending time with your team, helping them succeed, removing barriers andcreating an environment where people can do their best work.

Why this role?

This position has evolved as the business continues to grow and mature. Significant work has already been done to strengthen the function, improve visibility through data and lifting performance. The next leader will build on that foundation, taking customer interactions to the next level while creating a culture where people thrive.

You'll inherit an engaged team and have the prospect to:





- Lead both Customer Service and Collections as a unified customer interaction function
- Build a high performing, accountable and customer focused culture
- Drive continuous improvement initiatives that enhance both customer and business outcomes
- Use data and insight to identify opportunities and make informed decisions
- Strengthen operational processes, efficiency and performance frameworks
- Build strong partnerships across the business and with external stakeholders
- Influence executive decision making and contribute as a key member of the leadership team
- Present confidently at Board and executive level when required

The environment

We believe great leadership comes from being present. Weoffer flexibility and understand that life happens, but this is not a rolesuited to regular work from home arrangements. Success in this position comesfrom building relationships, coaching teams and being visible when it matters.

If you're a commercially astute leader who can deliveroutstanding customer outcomes while building a high performing culture, we'dlove to hear from you.

Our values are the fabric of what makes BFS, BFS

They guide our decisions, shape how we work, set the standards we hold ourselves and each other to, and build the trust that brings us together.

Champion the Customer:We put people at the heart of every decision

Win Together:We achieve more when we work as one

Do What’s Right:We act with integrity and take responsibility

Be Curious:We keep an open mind to new possibilities

Together, these values help create a workplace where people can grow, contribute and do their best work.

#J-18808-Ljbffr

📌 Head of Customer Interactions (New South Wales)
🏢 Avanti Finance Group
📍 New South Wales