Head of Operations - Lending & Collections

Cash Converters is Australia's largest second‑hand retailer with affordable personal finance solutions, giving our customers the freedom of choice.

At Cashies

- Responsibility – We are clear, honest, and authentic.
- Perseverance – We show up with grit and determination.
- Equity – Everyday people helping everyday people.
- Potential – We innovate and we grow.
- Community – We do extraordinary things when we do it together.

We are looking for a Head of Operations - Lending & Collections to join our team in either our Perth or Brisbane office.

The Head of Operations - Lending & Collection is accountable for leading and evolving the finance operations, including assessing and collections, ensuring efficient, scalable, and high‑quality delivery of service to customers and the business.

The role owns end‑to‑end operational performance, leading operational teams, and is directly accountable for ensuring all assessing and collections activity is conducted in accordance with regulatory requirements including NCCP, responsible lending obligations, and internal risk appetite.

The role plays a key part in enabling the success of the business units through strong execution, discipline, and continuous improvement, while embedding compliance and risk management as a first‑order consideration in every operational decision.

We are looking for a dynamic individual with strong people and financial management skills and a passion for leveraging current technologies.





This is an exciting time to join a high‑performing team in an organisation in the midst of a product evolution and digital transformation.

Responsibilities

- Lead and develop a high‑performing operational team across Assessing and Collections, accountable for service delivery, performance and engagement.
- Lead the Assessing and Collections strategy to optimise customer outcomes, reduce arrears, and embed proactive risk management practices to support compliant, efficient operations and sustainable business growth.
- Own the Personal Finance operational P&L; including budget planning, forecasting, cost management, resource allocation and performance tracking whilst ensuring operational decisions support sustainable growth, regulatory obligations and customer outcomes.
- Drive and evolve digital operational pathways across the Personal Finance business unit in areas such as customer self‑service, digital communications and workflow automation by leveraging new technologies and AI.
- Establish and maintain a high‑performing operational environment that drives accountability, manages risk, ensures regulatory compliance,



incident management and supports customer‑centric outcomes across the Personal Finance business unit.
- Develop leadership capability through clear performance and service standards, strong governance and effective workforce planning.

Qualifications

- 10+ years of leadership experience in high‑volume customer operations, ideally within lending, credit, collections or recoveries.
- Proven experience delivering strong operational and service performance in complex, technology‑enabled environments (ideally fintech and/or financial services).
- Demonstrated ability to influence and build effective relationships with senior stakeholders.
- Strong understanding of regulatory requirements including NCCP and responsible lending obligations.
- Experience leading through change, growth and business transformation.

Benefits

- Exclusive access to “Cashies Rewards” featuring discounts and cash‑back offers from over 400 retailers.
- Working from home flexibility.
- Salary packaging for a novated car lease.
- Health insurance discounts.
- 30% instore discount.
- Access to our wellness activities: Move, Munch, Money and Mind.

Cash Converters supports diversity, inclusion and equal opportunity. We encourage people of all cultures, backgrounds, gender, age, sexual orientation and abilities to apply.

Founded in 1984 in Victoria Park, WA, Cash Converters has grown from a local business into a leading name in retail, pawnbroking and personal finance, operating across Australia and internationally.

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📌 Head of Operations - Lending & Collections (Brisbane City)
🏢 @
📍 Brisbane City