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 opportunity 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 robust 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.
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📌 Head Of Customer Interactions (Sydney)
🏢 @
📍 Sydney