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 strategyLeadingportfolio performance across the full customer lifecycleDrivingarrears reduction, recoveries and loss mitigation outcomesCoaching,mentoring and developing leaders and teamsCreatingvisibility of performance through meaningful data and reportingBuildingrelationships with external lawyers, mercantile agents and recoverypartnersEnsuringcompliance with Australian regulatory requirements and industryobligationsWorkingclosely with Risk, Technology, Operations and Finance on strategicinitiativesIdentifyingsmarter ways of working and embedding continuous improvement across thefunctionWhat we're looking forAtleast 10 years' experience within banking, finance, collections, creditrisk or related environmentsAminimum of 5 years' experience leading collections or customer operationsteams at a senior levelDeepunderstanding of arrears management, recoveries and customer outcomesAnexceptional people leader who knows how to build culture, engagement andaccountabilityCommerciallyminded with the ability to balance performance,



compliance and customerexperienceStrongoperational and strategic capabilityConfidenceworking with executive stakeholders and presenting at senior levelsAsolutions focused approach with the ability to turn ideas into actionMost 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 functionBuild a high performing, accountable and customer focused cultureDrive continuous improvement initiatives that enhance both customer and business outcomesUse data and insight to identify opportunities and make informed decisionsStrengthen operational processes, efficiency and performance frameworksBuild strong partnerships across the business and with external stakeholdersInfluence executive decision making and contribute as a key member of the leadership teamPresent confidently at Board and executive level when requiredThe environmentWe believe outstanding 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 (New South Wales)
🏢 @
📍 New South Wales