About the Role

We are seeking an experienced, empathetic, and performance‑driven Collections & Hardship Team Leader to join our retail banking division in the Melbourne CBD. In this pivotal role, you will lead a dedicated team of specialists providing critical hardship and collections support to our banking customers. Reporting directly to the Operations Manager, you will ensure your team balances robust operational performance with the highest standards of regulatory compliance and customer care. You will be the champion for your team's engagement, a point of escalation for complex disputes, and a key driver of continuous process improvement within the team.

Responsibilities

- Team Performance & Engagement: Manage, coach, and mentor your agents to achieve individual and team KPIs across both inbound and outbound queues.
- Hardship & Dispute Resolution: Utilise your deep understanding of banking collection and hardship methodologies to support your team, acting as the primary point of escalation for complex credit and customer hardship disputes.
- Stakeholder Management: Effectively manage expectations for both internal banking teams and external stakeholders/regulators.
- Continuous Improvement: Drive process improvements, embrace innovation, and successfully guide your team through evolving systems and operational changes.
- Compliance & Knowledge: Ensure strict adherence to banking laws, industry codes, and internal risk frameworks. Maintain an up‑to‑date, high‑level understanding of banking products.
- Reporting:



Oversee weekly and monthly portfolio and team performance reporting for the bank's leadership team.

Experience

- 3+ years of experience successfully leading a Collections and/or Hardship team within a contact centre environment (Banking or Financial Services experience highly regarded).

Skills

- Strong people management capabilities paired with natural empathy and a customer‑first mindset.
- Knowledge of relevant regulations (Debt Collections Guidelines, AU Privacy Principles, NCC, BCOP, CCR, etc).
- A thorough, practical understanding of contact centre metrics, queue management, and service level drivers.
- Highly proficient with contact centre technology, CRMs, and spreadsheets (Excel/Google Sheets) for data analysis and reporting.

Perks

- Hybrid Work Model: Enjoy a vibrant Melbourne CBD office space combined with the flexibility of working from home.
- Hours: Centre operates Monday – Friday, 8:30 AM – 7:00 PM (Rostered within these hours).
- Access an unlimited mental health and well‑being platform, empowering you to stay balanced and thrive both personally and professionally.
- Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.

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📌 Team Leader (Melbourne)
🏢 Probe Operations
📍 Melbourne