At ACL Group, we're not your typical finance company.
We are pioneers in the world of non-traditional car finance, helping people who may not fit the typical lending criteria get the financial support they need.
We work with a variety of customers, from those with a great credit history to those who have struggled to secure finance with mainstream lenders.
What sets us apart?
It's our customer-first approach, our highly skilled team, and our commitment to integrity in everything we do.
We believe in doing things the right way — by following industry standards, adhering to best practices, and always putting our customers' needs at the forefront.
The role
Reporting to the Chief Financial Officer, the Head of Collections is a senior leadership role responsible for the health, performance, and strategic direction of ACL Group's secured auto loan portfolio.
You will lead a team across collections, customer relations, and recoveries, and work closely with the executive team to develop and implement strategies that balance credit risk, customer outcomes, and business performance.
This is a broad, commercially focused role that combines operational oversight with strategic thinking.
Day-to-day you'll be across:
Leading and developing the Collections, Customer Relations and Recoveries teams through visible, hands‐on leadership and clear accountability for individual and team outcomes.
Owning end-to-end portfolio performance (arrears management, hardship, loss mitigation and recoveries) against key portfolio KPIs.
Establishing and running clear operating rhythms across the team, including one‐on‐ones, case reviews, call/file reviews,



workflow reviews and performance check‐ins.
Building team capability through coaching, mentoring, training plans and performance conversations — identifying skill and capability gaps and closing them with practical development plans.
Working directly with team members on complex arrears, hardship, dispute, repossession or recovery matters to ensure the right commercial, compliance and customer outcome.
Creating consistency in how the team manages customer contact, arrears treatment, hardship assessment, dispute resolution, external agent instructions and recovery decisions.
About you
You're a seasoned leader who knows the consumer lending landscape inside out.
You are not someone who manages only from reports or dashboards.
You are comfortable getting into the detail, understanding individual matters, coaching team members through live issues, and creating structure where it is needed.
You know how to balance commercial outcomes, customer fairness, compliance obligations and team development.
Ideally you'll bring:
7+ years of experience in collections, credit risk, or portfolio management within consumer lending, auto finance, or a comparably regulated financial services environment
Deep knowledge of the end‐to‐end debt lifecycle, from early arrears through to legal recoveries, repossessions,



and write‐off
Robust understanding of the regulatory environment governing consumer credit and debt collection in Australia, including the NCCP Act, Debt Collection Guidelines, AFCA, RG 271, and the Privacy Act
Experience working with external legal and commercial agents to manage legal recoveries and enforcement activity
A hands‐on leadership style, with a willingness to work directly with the team on complex customer, arrears, hardship, dispute and recovery matters.
Demonstrated experience developing team capability through structured coaching, mentoring, training, performance conversations and practical feedback.
Experience creating operating rhythms for collections or customer relations teams, including case reviews, workflow management, call/file reviews and performance reporting.
The ability to identify capability gaps and implement practical coaching or training plans to improve consistency, confidence and performance.
Strong judgement in knowing when to support, when to escape, and when to hold team members accountable.
What We Offer
We're all about helping you grow both personally and professionally:
Career Growth: We believe in promoting from within.
You'll have plenty of opportunities to advance in your career and develop new skills through mentorship programs and internal promotions.
Supportive Work Environment: You'll be part of a close‐knit team where your ideas and contributions are truly valued.
Education Support: We offer study assistance and training programs to help you reach your full potential.
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📌 Head Of Collections (Queensland)
🏢 Affordable Car Loans
📍 Queensland